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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Requirements:
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
- Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
- Reviews agent performance results daily to ensure all goals are met or exceeded
- Analyzes and trends agent KPI/Sales performance
- Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
- Monitors and assesses employee calls to drive performance improvement plans
- Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
- Be hands-on and demonstrates a desire to help Global Agents by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance
- Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
- Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
- Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
- Attends assigned Leadership Calibrations
- Assists and tracks agent password resets
- Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
- Administers HR and Department policies as instructed
- Conducts annual reviews/PACS/E-valuation
- Presents his/her team's performance in a business review format either weekly or monthly
- Supports and enforces
- Code of Conduct
- Compliance Requirements and Procedures
- Dress Code
- English Only Policy
- Attitude/Behavior
- Integrity
- Call Handling
- Drives teamwork and team performance
- Creates, implements, and supports call center initiatives
- Orients newly assigned members and establishes team mentor/buddies
- Performs other assigned/related duties within the center as directed
Requirements:
- Bachelor's/College degree from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
- Must have at least 1 year Team Leader experience
- Open to SME level with at least 2 years experience
- Preferably with experience in R etail/E-commerce, Sales
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: DVO - Retail Team Leader - August 2025
Req Id: R25_04162
Posted At: Tue Aug 12 2025 00:00:00 GMT+0000 (Coordinated Universal Time)