Contact Center Team Leader

Job Description

• Oversee all aspects of team member training and development related to programs and business needs
• Available according to US-based work hours
• Ensure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employees
• Oversee performance and quality standard reviews to ensure outcomes meet business expectations
• Provide daily, weekly, and monthly Operations reports on the state of the business performance
• Troubleshoots and creates action plans to quickly and effectively address problems.
• Identifies process improvement opportunities to drive operational efficiencies.
• Monitors all key metrics in support of meeting/exceeding initiative objectives
• Participates in and monitors selection process for SME’s and TL’s
• Supervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring

Job Requirements

• Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
• Extensive experience in management and operations management in a customer service or call center environment
• Passionate about technology and fitness
• 'Fitness experience is a plus
• Experience supervising a team to meet or exceed service level agreements.
• Excellent written and verbal English communication skills with the ability to comfortably interact with cross functional teams
• Advanced experience working with Kustomer (or similar helpdesk software), UJET, Slack, G Suite, Excel preferred
• Ability to analyze and interpret qualitative and quantitative data
• Flexibility and versatility in problem analysis and resolution requiring attention to detail
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• Excellent leadership, people management, communication and influencing skills at a senior level