Team Leader

Job Summary

Leading a team of representatives, the full-time hourly Team Leader will coach, mentor, and drive performance to ensure exceptional customer experiences in a remote work environment.

Key responsibilities

• Provide effective leadership and supervision to team members, setting clear performance expectations and goals
• Monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs), implementing strategies for improvement
• Address employee concerns and conflicts while fostering a positive and collaborative team environment

Required qualifications

• 3 years of experience in a role equivalent to the representative the role will support
• Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
• Previous client-facing experience preferred
• Proficiency in using customer service software and tools such as CRM
• Proven ability to lead, motivate, and inspire a team to achieve performance targets