Reinforce company policies, client requirements, standard operating procedures, and compliance expectations.
Review quality results, customer feedback, operational trends, and other performance data to identify coaching opportunities.
Partner with Quality, Training, Workforce Management, HR, and other support teams to improve employee and team performance.
Support new hires and tenured employees through nesting, development, refresher coaching, and performance improvement initiatives.
Ensure timely completion of required coaching, documentation, audits, and other leadership activities.
Drive employee engagement, recognition, motivation, and retention within the assigned team.
Communicate business updates, process changes, policy updates, and client expectations clearly and consistently.
Support escalations and help ensure timely resolution of customer and employee concerns.
Participate in leadership meetings, calibrations, performance reviews, and business updates.
Identify high-potential employees and support succession planning and career development.
Maintain appropriate leadership coverage and ensure operational continuity during absences or high-volume periods.
Promote a culture of accountability, customer focus, continuous improvement, and ownership.
Qualifications
College level, vocational graduate, or equivalent relevant work experience; college degree is not required.
Prior experience as a Team Leader, Supervisor, SME, or equivalent leadership role in a BPO/contact center environment preferred.
Strong understanding of contact center operations and performance metrics.
Demonstrated experience in coaching, performance management, and employee development.
Strong communication, leadership, and interpersonal skills.
Good analytical and problem-solving abilities.
Ability to interpret performance data and translate findings into actionable coaching plans.
Strong organizational and time-management skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office and relevant operational or workforce management tools.
Strong customer service orientation and ability to work effectively with cross-functional teams.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
