Operations Team Lead Job Description This role is responsible for supervising a team of call center associates, ensuring they meet performance metrics through coaching and accountability. Key Responsibilities: - Supervise a group of call center associates, monitoring their work and attendance in accordance with organization policy and legal requirements. - Closely coach direct reports to ensure performance metrics are met at least weekly. - Identify performance-related issues, develop action plans, implement corrective actions up to termination of employment if necessary. - Maintain service quality meeting contractual Key Performance Indicator ('KPIs') and financial expectations. - Communicate employee expectations and provide timely updates. - Provide subject matter expertise in handling escalated customer calls when needed. - Organize team meetings for effective communication of relevant information and an open forum for input. - Stay current on internal processes, policies, and procedures by attending required training sessions. - Promote company values through behavior and attitude, acting as an advocate for team members. Requirements: - Associate's degree in a related field with two to four years of relevant experience preferred. - A highly motivated individual with skills to develop and coach team members to achieve performance expectations. - Ability to work under pressure and follow through on items to completion. - Strong written and verbal communication skills. - Leadership skills to manage teams in multitasking, prioritization, and meeting deadlines. - Mentorship, coaching, and direction-giving skills to lead employees. - Flexibility in working hours. About the Role: This mid-to-senior-level position requires a candidate with excellent leadership and communication skills. The ideal candidate should be able to motivate team members, ensure high-quality service delivery, and maintain performance metrics.