Team Leader, Operations - Bilingual

About the role

The Team Leader, Operations supervises a group of call center associates on a day-to-day basis. The role ensures performance metrics are met through coaching, motivation and accountability, and includes managing the employment status of associates, including transfers, promotions and regularization.

Key responsibilities

• Supervise call center associates, monitoring work and attendance in line with organizational policy and legal requirements
• Coach direct reports regularly so they meet performance metrics at a minimum weekly
• Identify performance issues, create improvement plans, implement corrective action and handle termination of employment where needed
• Ensure customer service meets contractual KPIs and financial expectations
• Communicate expectations to employees, give timely updates and act as subject matter expert on escalated customer calls
• Hold team meetings, schedule and organize team activities, and stay current on internal processes, policies and procedures
• Take part in hiring, training, performance appraisals and the selection of work groups
• Manage the employment status of a group of employees, including firing, promotion and regularization, and address misconduct and policy violations
• Implement management policies and support the program with other Team Leaders and Managers

Required profile

• Associate's degree in a related field; two to four years of relevant experience preferred
• Highly motivated, able to coach and mentor a team to performance expectations
• Works well under pressure and follows through to completion
• Willingness to work a flexible schedule

Required skills

• Strong written and verbal communication skills
• Ability to lead a team in multi-tasking, prioritization and meeting deadlines
• Ability to mentor, coach and give direction to employees