Team Leader for Giga and G5

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 orga...