Call Center Team Lead

Profile

Call Center Team Lead
Duties: Develop and supervise a team of agents directing their activities for the achievement of company targets and goals. Identify, monitor and articulate reporting requirements; which includes targets, specific data, anticipated outcomes and other key performance indicators. Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts. Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team. Lead and drive key initiatives that align with end state goals by working cross-functionally with internal and external teams. Performs duties professionally and contributes to a positive work environment. Promote employee-centric culture that encourages employee satisfaction and engagement. All other duties as assigned.

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