Team Leader - Orlando Onsite

About the role

The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The primary role is to coach and teach associates to ensure they meet or exceed Everise and client standards.

Responsibilities

• Monitor, track and evaluate associate performance based on pre-determined KPIs and provide personal feedback to ensure goals are met and Everise standards are adhered to.
• Be the constant presence on the production floor and actively interact with associates to ensure they are engaged in productive work and systems are functioning properly.
• Ensure underperforming associates meet client expectations through the creation and implementation of written action plans.
• Resolve customer escalations.
• Communicate between contact center management, client, and associates.
• Participate in associate selection and interviewing process.
• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations.

Qualifications

• Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience.
• Previous call center experience preferred.
• Previous supervisory or leadership experience preferred.
• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint, and Outlook.
• Excellent oral and written communication skills.
• Strong organizational and interpersonal skills.

Schedule

Schedule flexibility.

Skills

• Analytical and problem-solving skills.
• Strong ability to multitask.
• Ability to function in a fast-paced environment.
• Dependability regarding completion of assignments and attendance.

Pay

N/A

Benefits

N/A