Team Leader - Customer Service Representative

Establish goals for team members by gathering operational, customer-based, and business-specific information. Identify trends at the agent and content level, escalate issues, and analyze quality and customer service problems to drive resolutions. Maintain quality service by managing standards, coaching associates, and enforcing productivity policies. Develop methodologies for root cause analysis of frequent call types and partner with training and business intelligence teams to create monitoring tools. Manage employee teams through recruitment, engagement, and succession planning while evaluating staffing needs to meet service level objectives. Ensure continuous process improvement through procedural evaluation and system enhancements.