Operations Team Lead

Essential Functions/Core 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 at a minimum weekly. • Identify performance related issues, develop an action plan for improvement, 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. • 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. Profile & Experience • Associate's degree in related field with two to four years of relevant experience preferred • 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 team in multi-tasking, prioritization, and meeting timelines on deliverable • Ability to mentor, coach and provide direction to a team of employees • Willingness to work a flexible schedule