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Join us as a Senior Team Leader!
Your main responsibilities would be:
- Team Leadership and Development - Promoting open communication, maintaining a high level of motivation by adapting your leadership style, and ensuring high employee satisfaction and attendance. You'll coach and train new Team Leaders (TLs) to hit individual and department goals.
- Performance Management and Accountability - Holding TLs accountable for performance expectations through monthly, quarterly, and annual reviews. You'll monitor and follow up on the coaching of the agents.
- Data Analysis and Reporting - Maintaining daily, weekly, and monthly operation reports, analyzing data (AHT, quality, etc.), and identifying performance trends. You'll review Performance and Quality reports.
- Operational Control and Compliance - Monitoring Customer Service Representative (CSR) and TL compliance with processes and Customer Expectations. This includes conducting daily checks of WFM and other applications and documentation. You'll also provide precise information for generating earnings and growth forecasts.
- HR and Administrative Support - You may be authorized to order and approve holidays, and job requisitions in the absence of the Business Manager (BM). You will also be the general backup to the BM.
