Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry.
Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.
Find a job you ll love today!
Position Purpose
The Team Leader - Operations is responsible for the daily supervision and management of a team of associates. The Team Leader s primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client.
Job Requirements
Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
Resolve customer escalations
Responsible for communication between contact center management, client and associate
Participate in associate selection and interviewing process
Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations
Qualifications
Bachelor s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
Previous call center experience preferred
Prior supervisory or leadership experience preferred
Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
Excellent oral and written communication skills
Strong organizational and interpersonal skills
Schedule flexibility
Analytical and problem-solving skills
Robust ability to multitask
Ability to function in a fast paced environment
Dependability regarding completion of assignments and attendance
Ability to pass a drug screen and background check
If you ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.