Team Leader

This is a fully remote position, open to applicants in Texas.

📋 Description

• Drive team performance to consistently achieve metrics and objectives

• Coach, inspire, and engage team members to maximize productivity

• Serve as a liaison between team members and other departments

• Oversee daily planning, operations, and problem-solving for a team of agents

• Achieve team sales, service-level, quality, and productivity goals

• Address people and HR-related matters, focusing on staff development

• Manage floor activities and ensure schedule adherence

• Monitor calls and offer coaching and feedback

• Ensure the defined customer experience is delivered on every call

• Train and develop team members

• Lead a team of 17 and cultivate future leaders

• Suggest product and process enhancements based on customer feedback and analysis

• Conduct performance evaluations for the team

• Participate in frontline hiring and selection processes

• Compile reports on team performance and customer insights

• Communicate information between management and the team

• Collaborate with team members to solve customer issues and address agent challenges

• Make decisions regarding revenue generation, customer satisfaction, call handling, and call-center processes

• Determine training needs and adjust targets according to business requirements

• Manage HR-related issues including appraisals, confirmations, promotions, and terminations

⛳️ Requirements

• Ability to manage multiple projects with versatility

• Strong skills in people management

• Proficient in stakeholder management

• Capability to coach for enhanced performance

• Strong focus on customer centricity

• Excellent written and verbal communication skills

• Logical thinking abilities

• Skills in conflict management

• High attention to detail

• Ability to establish and sustain effective working relationships with a diverse range of individuals

• Experience working within a diverse team

• Commitment to continuous improvement

• Confident demeanor

• Strong oratory skills

• Assertive attitude

• Highly conscientious and diligent

• Ability to clearly express thoughts

• Integrity and trustworthiness

🏝️ Benefits

• Medical, dental, and vision insurance

• 401(k) plan with company matching

• Paid time off, including vacation, sick leave, and holidays

• Competitive salaries within the industry

• Comprehensive benefits package

• Inclusive workplace environment

• Opportunities for internal mobility and professional growth

• State-of-the-art workspaces

• Support for career advancement