Team Leader

Position Summary:

The Team Leader will be responsible for managing and overseeing the activities of a team of CSRs/TSRs, ensuring that each individual performs at par with the standards set by the company and the client. Some main responsibilities are as follows:

• Monitors the performance of each team member against specified account/program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained or exceeded.
• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates).
• Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Specific Responsibilities:

• Di...