Basic Information

Ref Number


Primary Location

McKinley West



Description and Requirements

Additional Job Description

Position Summary:

Accomplishes all of the roles and responsibilities of a Team Leader.  Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets.  Handle complex and specialized functions and/or teams.  Prime program initiatives to drive performance.  Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns.

Functional Responsibilities:

  • Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's/Sales Representatives in the optimal execution of call center operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis.

  • Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to, stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.

  • Act as a liaison for both internal and external groups for program initiatives.

  • Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer  Development

  • Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions.


  • Strong governance and/or leadership skills.

  • Has the capacity to interact and build strong relationships with colleagues, peers, and stakeholders.

  • Working knowledge of call center operations and organization required.  Prior knowledge of client-specifics (i.e. nature of the account, metrics, client applications, etc…)

  • Candidates must possess at least a Bachelor's/College Degree in any field.

  • At least 2 years of working experience in the related field is required for this position.

Required Language(s)