Workforce Sr. Team Leader

Overview

Supervises and oversees the day-to-day activities of Call Center Coordinators in making sure that the service commitments are met for all the company’s accounts. Drives for the optimal conduct of call center operations to meet service level agreements with Clients.

• Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account.
• Drives for the optimal conduct of call center operations to meet service level agreements with Clients.
• Performs intraday management analysis. Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.
• Provides reports as required by Operations and Clients and submits them in a timely manner.
• May be required to devise ne...