Team Leader Operations

Role and key responsibilities:

• Responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability
• 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
• Regularly impart effective coaching to direct reports, ensuring consistent high performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective action plans
• 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
• Stay current on internal work processes, policies and procedures
• Promote CNX values- "Walk the talk" and lead by example

Key skills and knowledge:

• Associate & degree in related field with two to four years of relevant experience preferred
• Should have experience in a chat process
• Good understanding of chat metrices such as AHT, staffing, production, occupancy, ASA, repeats
• Should have understanding of absenteeism, attrition
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong oral and written communication skills
• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables

Education: Graduation