Team Leader Operations - Customer Experience

What Youll Do :

The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives

• Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes
• Involvement and collaboration on new strategies and / or process improvements to better the team s performance
• Daily, weekly and monthly reports provided at both internal and external client levels
• Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking / progression throughout each month
• Assist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to : taking escalated Supervisor calls, evaluating call recordings and QA call review, if applicable based on client requirements
• Creating and / or facilitating team huddles, presentations and team contest to engage our team and / or clients
• Ensure all employees are in line with Regulatory Compliance, Quality and CBT requirements
• Assist and participate in the recruiting, training and onboarding of employees, when required
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Skills Required

customer insight, Project Management, Process Optimization, crm software, Data Analysis, Team Leadership, Quality Assurance