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Team Leader (Contact Centre)

Job Description

Essential Functions/Core Responsibilities  

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

    

• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved  at a minimum weekly

    

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

    

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

    

• Communicate expectations to employees and provide timely updates

    

• Provide subject matter expertise in handling escalated customer calls as needed

    

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

    

• Stay current on internal work processes, policies and procedures. Attend required manager development training

    

• Promote the Convergys values through both behavior and attitude, including being an advocate for team members

    

Ref: R1075852

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