Requirements
- Experience or qualifications for team leadership are not explicitly stated in the posting
Core Competencies
Demonstrates strong leadership in managing frontline agents, ensuring performance stability through effective monitoring of KPIs, and providing evidence-based coaching. Capable of coordinating with various departments to enhance operational efficiency and maintain compliance standards.
Highest-signal resume keywords
- Team Leadership
- KPI Monitoring
- Performance Coaching
- Process Improvement
- Compliance Management
ATS Optimization Keywords
Hard Skills
- KPI Tracking
- Performance Improvement Plans
- Queue Management
- SLA Monitoring
- AHT Analysis
- QA Evaluation
- Data Reporting
- Operational Documentation
- Progress Tracking
- Disciplinary Action
Soft Skills
- Coaching
- Communication
- Problem-Solving
- Collaboration
- Adaptability
Industry Keywords
- Customer Experience Standards
- Operational Logs
- Absenteeism Management
- Tardiness Tracking
- NCNS Management
Tools & Technologies
- KPI Dashboards
- WFM Software
- QA Tools
- Performance Management Systems
Oversee a team of frontline agents ● Monitor queue health, SLA, AHT, adherence, and absenteeism ● Take immediate corrective actions to stabilize performance ● Coordinate with WFM, QA, and Training ● Conduct weekly 1:1s using KPI dashboards ● Create and track PIP and Bottom 20% plans ● Track KPI reporting accuracy and agent progress ● Provide structured, evidence-based coaching ● Review QA evaluations and identify improvement opportunities ● Reinforce process knowledge and customer experience standards ● Validate critical errors and compliance breaches ● Participate in weekly and monthly calibrations ● Ensure rubric alignment across the team ● Track tardiness, NCNS, resignations, and AUX abuse ● Apply progressive discipline when required ● Manage PTO and break schedules with WFM ● Manage customer, system, and safety escalations ● Document escalations in operational logs ● Submit daily End-of-Day reports ● Prepare weekly performance summaries ● Participate in Monthly Business Reviews
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Team Lead Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
