Job Description
Job Title
Team Leader (Mandarin)
Job Description
The Team Leader, Operations supervises a group of call center associates, ensuring performance metrics are achieved through coaching, motivation, and accountability.
Essential Functions/Core Responsibilities
- Supervise day‑to‑day work and attendance of call center associates in line with organization policy and legal requirements.
- Coach direct reports routinely to meet performance metrics.
- Identify performance issues, create action plans, implement corrective actions, up to termination.
- Ensure service meets contractual KPIs and financial expectations.
- Communicate expectations and provide timely updates to employees.
- Provide subject‑matter expertise on escalated customer calls as needed.
- Conduct team meetings for communication and input, and schedule team activities.
- Stay current on internal processes, policies, a...