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Operations Team Leader

2 months ago

Goodyear, Arizona, United States Televerde Full time
Job Overview

Purpose of the Role

Under the guidance of the Senior Manager, the Operations Team Leader is accountable for overseeing daily operations and achieving the designated program KPI metrics by mentoring and training their assigned team. Through the development and management of team members, the Operations Team Leader ensures that their group meets all performance standards related to their designated client programs, thereby promoting client satisfaction and retention.

Key Responsibilities

  • Engage in the recruitment, hiring, and development of team members to cultivate a high-performing group.
  • Assess and manage the ongoing performance of team members, providing coaching and developmental support.
  • Collaborate with the Senior Manager to ensure operational goals are aligned and communicated effectively to direct reports.
  • Enhance employee morale through effective leadership practices.
  • Guide and develop direct reports to enhance their performance.
  • Monitor team performance and ensure the implementation of effective practices across the group.
  • Oversee the scheduling of team members and achieve performance utilization targets.
  • Communicate executive management messages through the call center.
  • Facilitate and drive communication between call centers and the Client Experience Department to ensure productivity levels are met.
  • Work with internal and external stakeholders to establish performance standards that align with sales and service objectives.
  • Identify service failures or customer concerns and propose viable solutions.
  • Lead the execution of call center initiatives through the teams.
  • Effectively escalate significant issues to the appropriate decision-makers.

Qualifications

  • Quick learner with the ability to adapt to changing conditions.
  • Capable of thriving in a fast-paced environment while fostering innovation and creativity for prompt responses.
  • Proficient in driving staff performance improvements through effective coaching and development techniques.
  • Strong leadership abilities, with a talent for engaging and motivating others.
  • Skilled in benchmarking and measuring agent effectiveness to drive improvements.
  • Demonstrates good judgment, integrity, accountability, and seeks guidance when necessary.
  • Experienced in coaching and developing team members to enhance outbound calling performance.

Education and Experience

  • Minimum of 2-3 years of experience in outbound sales leadership.
  • 2-3 years of experience in coaching, training, and people development.
  • Bachelor's degree is preferred.

Working Conditions / Physical Requirements

This role is conducted in an office environment.

Essential physical requirements include:

  • Ability to perform repetitive motions with wrists, hands, and/or fingers.
  • Capability to stand, walk, reach, kneel, bend, stoop, push/pull, and sit continuously.
  • Ability to lift up to 25 pounds occasionally.
  • Effective communication with employees, vendors, and clients.
  • Prolonged periods of working at a desk and computer screen (at least 50% of the time).

This job description is not exhaustive and may change at any time without notice.

Televerde is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.