Team Leader

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role and Responsibilities

• Operate the Business
  • Modifies Operations as needed to meet service level agreements under supervision of Operations Manager while ensuring communications around changes are cascaded within specific timelines to all direct reports.
  • Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.
  • Responsible for day-to-day functional supervision of assigned teams, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
  • Communicate all process and client changes to direct reports within specific timeliness.
  • Meet or exceed all deadlines for reporting.
  • Perform other duties that may be assigned from time to time
• Manage Performance
  • Conduct goal-setting sessions.
  • Consistently perform Management by Walking Around (MBWA) activities.
  • Provide subject matter expertise in the handling of escalated customer calls and concerns as necessary.
  • Coach direct reports on their performance on a regular basis, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement to ensure agent metrics are achieved.
  • Review the group’s performance trends and implements improvement action plans.
  • Ensures direct report’s performance scorecards are properly managed on a monthly basis.
• Develop Talents
  • Drive participation in career management and development activities.
  • Ensure the continuous development of team members.
  • Ensure training needs of self and direct reports are met.
  • Implement the high-potential development program.
• Inspire and Motivate People
  • Champion the practice of the core values.
  • Demonstrate teamwork by supporting and assisting other Team Leaders as necessary.
  • Demonstrate the Company culture through both behavior and attitude.
  • Develop relationships within the supporting business units to help resolve issues related to team members.
  • Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
  • Use and promote Company reward and recognition programs and understands the direct correlation between rewards, recognition and retention.
  • Proactively seek and respond to employee concerns.
  • Actively engage employees to provide inputs for team/program improvement.
  • Act on improvement areas based on the ESAT results.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!