Overview: 

Accomplishes all of the roles and responsibilities of a Team Leader.  Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets.  Handle complex and specialized functions and/or teams.  Prime program initiatives to drive performance.  Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and and client concerns.

• Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.  

• Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives.  

• Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.  

• Act as a liaison for both internal and external groups for program initiatives.  

• Help create, launch and drive critical account initiatives and programs.  

• Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer  Development.

• Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions.

• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.  

• Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.  

• Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with TCs.  

• Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.

• Liaisons with Top Management and the Client regarding the program’s performance.  

• Analyzes the necessary information (i.e. Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance. 

• Facilitate on-boarding of new team members including Operations Orientation.