Team Leader for operations (work onsite)OfficePartners 360, Inc.

QUALIFICATIONS:
With at least 2 years of experience as a Team Leader, preferably with experience
 Knowledgeable in managing NPS or CSAT and AHTsu
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead the 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
RESPONSIBILITIES:
Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
Effectively 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.
Provide excellent customer service and determine the needs of the client.
Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
Participate in the development and presentation of proposals for business development.
Balance the needs of key stakeholders and ensure the team they are involved with are aware of the combined end goals.
Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed.
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies, and procedures. Attend required manager development training.
Do Root Cause Analysis to identify key AFIs and create action plans/goals to improve
Efficiently coach associates in meeting the metrics
Manage team attrition
Collaborate with the different support groups - Recruitment, Training, Quality, HR, Workforce - to improve agent profiling and performance.