Team Leader | Coach  

Ensures that calls are handled professionally. Provides direction and guidance to guarantee consistent achievement of key performance metrics. Achieves, measures, reports and communicates metric goal attainment for assigned team. Ensures accurate and timely communication of client and campaign issues to Manager Site Operations. Consistently achieves goals for number of call monitorings per week and scores for assigned team of customer service agents. Coaches, mentors and develops agent team for skills expansion and promotional opportunities. Performs other duties as assigned.

Education (if beyond High School or equivalent): Four-year college degree or directly related work experience.

Experience Target (in this job or a related function/field): Minimum of 12-18 months of call center experience, preferably as a Product Specialist.

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

Demonstrated interpersonal, coaching and supervisory skills. Excellent verbal and written communication skills. Good computer skills (hardware, operating systems, Internet).

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

Demonstrated ability to set priorities and multi-task.

Special Certifications (if appropriate--identify if required to perform the job or just preferred):

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)