Main Responsibilities:
* Directly supervise and manage staff, including interviewing, hiring, coaching, planning, assigning, and directing work.
* Develop and implement comprehensive action plans to improve team or program performance.
* Monitor interactions and meet with team members to provide ongoing feedback, development planning, and behavioral coaching.
* Analyze and improve performance by tracking contact center statistics, including absenteeism, schedule adherence, customer experience.
* Partner with quality team to assess and provide feedback to staff on interaction monitoring.
* Collaborate with Training Team to identify areas of recurrent development to increase agent performance.
* Review and delegate troubleshooting and escalation issues to specialists.
* Work with other team leads to drive overall customer satisfaction and efficiency goals for the program.