Team Leader

Summary

Responsible for hiring, training, retaining and developing their respective team members. Responsible to lead the effective and profitable results for their team. Administers company policies, best practices and standard operating procedures to facilitate performance that exceeds client expectations. Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment. Active role model demonstrating pride and ownership as a leader of the organization.

Essential Duties & Responsibilities:

• Hire the right people, effectively set expectations, identify behaviors and coach employees to be outstanding performers.
• Identify and reinforce positive behaviors through formal and informal reward and recognition.
• Execute corporate, regional and local business imperatives to optimize team results.
• Encourage and develop teamwork among others and themselves.
• Responsible for delivery of customer satisfaction, business results and employee satisfaction to ensure achievement of scorecard and client goals.
• Comply with and ensure compliance of local, state and federal regulations and laws governing business operations, as well as corporate and client policies, procedures and guidelines.
• Effectively communicate corporate and business expectations to all team members.
• Responsible for leading a team of up to 20 employees.
• Responsible for assets under their control.
• Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: Manage by Walking Around.
• Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.
• Demonstrate company core values and culture.
• Participate in, and support, the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.
• Perform other duties as assigned by management.

Qualifications

• 2-3 years experience as Team Manager/Supervisor in a BPO Industry.
• With at least 1-year recent experience as Team Manager/Supervisor supporting US Bank Financial Services/Financial Technology/Collections as LOB/Campaign.
• With relevant experience in the Financial/Collections LOB.