Team Leader Operations - Customer Experience

What Youll Do: The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives - Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes - Involvement and collaboration on new strategies and/or process improvements to better the team s performance - Daily, weekly and monthly reports provided at both internal and external client levels - Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking/progression throughout each month - Assist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to: taking escalated Supervisor calls, evaluating call recordings and QA call review, if applicable based on client requirements - Creating and/or facilitating team huddles, presentations and team contest to engage our team and/or clients - Ensure all employees are in line with Regulatory Compliance, Quality and CBT requirements - Assist and participate in the recruiting, training and onboarding of employees, when required - Champion company core values and other company programs to engage and motivate our employees - Other duties as assigned Skills: Team Leadership, Data Analysis, Process Optimization, crm software, customer insight, Quality Assurance, Project Management Experience: 2.00-7.00 Years