Team Leader, Operations

Role and Key Responsibilities:

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Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability.

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Monitor work and attendance in accordance with organizational policies and legal requirements.

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Provide effective coaching to direct reports to ensure consistent high performance.

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Identify performance-related issues, develop improvement plans, and implement corrective actions.

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Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations.

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Handle escalated customer calls and provide subject matter expertise.

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Conduct team meetings to communicate updates and encourage feedback.

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Organize team activities and foster engagement.

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Stay updated on internal processes, policies, and procedures.

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Attend required leadership and development training.

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Key Skills and Knowledge:

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Associate's degree in a related field with 2–4 years of relevant experience preferred.

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Prior experience in a voice process (inbound/outbound/customer service/sales).

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