The Sr Team Leader is responsible for the day‑to‑day supervision of a group of call center associates and serves as a mentor and coach to a group of Team Leaders. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability of both associates and team leaders.

Job Title

Senior Team Leader

Essential Functions / Core Responsibilities

• Lead Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations