Team Leader, Operations — Elevate Customer Experience

Everise; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

Everise, a global experience company, seeks a Team Leader - Operations to supervise a team of associates on the production floor. You will coach, train, and ensure performance against client standards while monitoring KPIs and maintaining operational efficiency.

The role requires supervisory experience, strong communication, and the ability to manage multiple tasks in a fast-paced environment. A degree or equivalent experience plus a drug screen/background check are expected.

Qualifications

• Bachelor’s degree 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 Windows programs including Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong 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

Responsibilities

• Monitor, track and evaluate associate performance based upon pre-determined 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

Skills

KPI tracking

Communication

Multitasking

Organizational skills

Analytical

Problem solving

Flexibility

Windows apps

Education

Bachelor’s degree or 1 year experience in customer service or sales

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Everise, a global experience company, seeks a Team Leader - Operations to supervise a team of associates on the production floor. You will coach, train, and ensure performance against client standards while monitoring KPIs and maintaining operational efficiency.

The role requires supervisory experience, strong communication, and the ability to manage multiple tasks in a fast-paced environment. A degree or equivalent experience plus a drug screen/background check are expected.