The Team Leader is responsible for achieving employee, customer, client satisfaction through effective people leadership and coaching.

• The Team Leader will motivate and lead 15 – 17 Contact Center Agents.  The primary objective of the TL is to meet and exceed set targets through managing the operational performance of his/her team. 
• Ensure that all Agents are familiar with the business targets and monitor the KPI’s assigned to them and provide constant feedback in order to assist Agents in attaining targets.
• Communicate clear expectations with each Agent to ensure that they have the tools, knowledge and coaching required to meet the business objectives.
• Review and assess performance reports. Advise Agents regarding their on-going professional development.
• Manage and keep up to date the applications, databases and documentation corresponding to the TL’s areas of responsibility.
• Manage shrinkage to ensure the business is not impacted
• Take full responsibility and action on disciplinary matters as determined by and in consultation with the management team. 
• Assist with any payroll matters to ensure ongoing accuracy of the Agents pay and supporting documentation.
• Manage the implementation and compliance of the company’s policies and procedures.
• Coach for success. Complete no less than four (4) side-by-side coaching/monitoring sessions, with documentation per month per Agent.