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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.
Essential Duties & Responsibilities:
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.
Essential Duties & Responsibilities:
- 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
- Drives teamwork and team performance
- Creates, implements, and supports call center initiatives
- Orients newly assigned members and establish team mentor/buddies
- Performs other assigned/related duties within the center as directed
Requirements:
- Must have at least 1 year Team Leader experience
- Must be amenable to work on site
- Must be amenable to work in a fixed GY shift schedule
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Team Leader
Req Id: R25_02735
Posted At: Mon Jun 09 2025 00:00:00 GMT+0000 (Coordinated Universal Time)