Operations Team Lead
Operations team leads are responsible for a teams performance, development, mentoring, and coaching, to meet and continuously improve both TeleTech and client metrics. Team Leads primarily support a single client to meet/exceed client expectations, ensure billable hours are on track, and the teams goals are attainable.
Team Leads responsibilities and expectations include, but are not limited to:
Focus on team performance; provide motivation and support to enhance engagement and success in attaining targets and goals.
Hold team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls.
Available for support for associate questions, issues, and customer escalations.
Ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition.
Lead staff in accordance with policies and procedures of TeleTech.
Responsible to meet team productivity and quality goals.
Additional project and/or initiative work (if applicable) benefiting the program.
Ensuring good communication with managers and other team leads.
Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance.
Challenge every aspect of the processes. Any recommended changes must be monitored and measured to ensure bottom-line impact to the process.
Ensure quality scores are meeting client requirements.