Main responsibilities
As a Senior Team Leader at our outbound work-from-home call center, you will play a critical role in ensuring the effective management and development of our team leads. You will be responsible for guiding and supporting team leads to enhance their performance, monitoring metrics, and driving overall improvements in agent performance. This role requires a strategic thinker with excellent leadership skills and a proven track record in call center operations.
- Supervision and Support: Ensure all Team Leads (TLs) adhere to expected tasks and guidelines. Act as the primary point of contact for TLs, answering inquiries within 1 hour through Monday.com and Google Chat.
- Issue Resolution: Address urgent issues or concerns from TLs promptly and effectively.
- Check-ins: Conduct daily check-ins with TLs to provide guidance, support, and address any operational needs.
- Performance Monitoring: Track agent performance metrics and offer feedback to TLs on how to improve their teams' performance.
- Reporting Review: Review reports and data on TL performance, ensuring alignment with organizational goals.
- Coaching Sessions: Schedule and conduct one-on-one coaching sessions with TLs to review their progress, discuss challenges, and identify areas for improvement.
- Team Meetings: Lead weekly team meetings to share best practices, discuss new coaching techniques, and update TLs on operational changes.
- Coaching Analysis: Review and analyze TLs' coaching sessions with agents, providing constructive feedback and recommendations.
- Reporting: Create and present reports on TLs' performance improvement initiatives, including progress and outcomes.
- Action Plans: Respond to TLs' reports and assist in developing and implementing their action plans.
- Performance Evaluations: Conduct comprehensive performance evaluations of TLs, providing actionable feedback and identifying areas for development.
- Goal Setting: Set performance goals for each team, ensuring they align with broader organizational objectives.
- Trend Analysis: Analyze trends in agent performance metrics and provide recommendations for improvements.
- Training and Development: Develop and implement new training programs or coaching strategies based on the needs identified through performance reviews and agent feedback.
- Process Improvement: Collaborate with the operations team to identify areas for process enhancement and implement effective solutions.
- Monthly Reporting: Prepare and distribute a detailed monthly report outlining major changes, insights, agent feedback, and strategic recommendations.
- Skill and Behavioral Improvement: Provide guidance to TLs to enhance their agents' sales performance, including improving skills and addressing behavioral issues.
- Strategic Leadership: Contribute to the development of operational strategies and initiatives to drive team success and exceed performance targets.
Required Qualifications:
- Experience: Minimum of 5 years in call center operations, with at least 2 years in a leadership role. Including experience handling HR-related matters, including employee relations, conflict resolution, and ensuring compliance with HR policies and procedures
- Skills: Strong leadership, coaching, and mentoring skills. Excellent communication and interpersonal abilities.
- Analytical Abilities: Proficient in analyzing performance metrics and generating actionable insights.
- Tools: Experience with Monday.com, Google suite, and other relevant operational tools would be an advantage
How We Work:
- 40 hours/5 days per week
- Working hours according to the EST
- Contractor Agreement
Benefits:
- Opportunity to work 100% remotely
- A resourceful, high-achieving, diverse, and fun team
- Being part of fast-growing company
- Competitive salary
- PTO and HMO Benefits
