Team Leader

Job Summary

Driving team performance, the full-time Team Leader will manage daily operations, coach and motivate teammates, and act as a liaison between agents and management in a remote environment.

Key responsibilities

• Manage day-to-day operations and problem-solving to meet service level standards and sales targets
• Deliver team sales, quality, and productivity targets while overseeing staff development and HR-related issues
• Conduct performance appraisals and compile reports on team performance and customer feedback

Required qualifications

• Proven experience in people management and team leadership
• Strong background in customer service and call center operations
• Experience in training and developing staff
• Ability to analyze performance metrics and implement improvements
• Familiarity with HR processes, including appraisals and staff selection