The Team Lead is responsible for promoting and supporting the department/company goals and objectives to assigned work team. The TL provides input and feedback toward decisions involving hiring, performance reviews, one-to-one’s, promotions and corrective action. The TL assist in planning team goals. The position ensures that work is processed within department standards. The TL interacts with internal and external customers for timely and efficient resolution of requests. The TL has advanced knowledge of the responsibilities of a Customer Service Specialist together with providing guidance, leadership, coaching and workflow management.
Education: Formal education or training required such as degrees, courses of study, certification: AA degree or 2 years of University education required. BA/4 year degree preferred.
Previous work experience required for a new hire in this position; indicate type of experience and length of experience. If supervisory experience is required, how many years and at what level? 2 years in a TL or Supervisor role preferred
Prior experience in a BPO organization an asset 5+ years functional experience, including the TL or Supervisory experience