Team Leader

About the Role

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Key Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Regularly impart effective coaching to team members, ensuring consistent high performance delivery.
• Identify performance related issues, develop an action plan for improvement and implement corrective actions.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote CNX values- “walk the talk” and lead by example.

Requirements & Tech Stack

• (Implied call center environment)

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong oral and written communication skills.
• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.
• Educational qualification: Graduation