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Team Lead
hace 2 meses
We are seeking a highly motivated and experienced Team Lead - Operations to join our team at Webhelp. As a Team Lead - Operations, you will be responsible for the day-to-day supervision of a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.
Key Responsibilities:- Supervise a team of call center associates, monitoring work and attendance in accordance with organization policy and applicable legal requirements.
- Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
- Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment.
- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input.
- Stay current on internal work processes, policies, and procedures. Attend required manager development training.
- Promote the Webhelp values through both behavior and attitude, including being an advocate for team members.
- Associate's degree in a 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.
- Ability to work well under pressure and follow through on items to completion.
- Strong communication skills, both written and verbal.
- Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
- Ability to mentor, coach, and provide direction to a team of employees.
- Willingness to work a flexible schedule.
Spanish (required)
Time Type:Full time
