CSR Team Lead Operations

About the Role:

The Team Leader is responsible for supporting departmental activities within a specific facility. In collaboration with the Supervisor and/or Manager, the Team Leader oversees daily department production activity, facilitates workflow, and provides guidance to staff. Additionally, the Team Leader plays a key role in training, assisting, and monitoring staff to ensure operational efficiency and adherence to company policies and procedures.

Essential Job Responsibilities:

• Inform, implement, and communicate all departmental and company policies and procedures to ensure compliance and consistency.
• Under the direction of the Manager, communicate directly with clients and/or client personnel on the status of requests, disposition of inquiries, and other relevant matters.
• Ensure regular inventory audits are performed, escalating any non-reconciled discrepancies to the direct Manager for resolution.
• Ensure appropriate production level documentation is completed for all production staff, and complete production and quality assurance reports as required.
• Train new staff as needed and provide ongoing coaching and counseling to staff with the assistance of the Manager.
• Delegate and direct daily workflow needs to employees, monitoring performance and attendance, and submitting appropriate documentation to the Manager for disciplinary and performance review purposes.
• Receipt, retrieval, and delivery of all requested files and/or containers per client request and within established Service Level Agreements (SLAs).
• Assure that safety protocols are followed at all times, escalate any issues directly to Management, and perform daily inspections of facilities to ensure cleanliness, organization, and adherence to safety standards.
• Inspect all entry points for breaches or potential breaches to building security, escalating any concerns immediately to Management.

Qualifications:

• High School Diploma or equivalent.
• Previous leadership experience required.
• 1-3 years of production and/or clerical experience required.
• Proficiency in Microsoft Office applications.
• Strong communication skills, both written and verbal.
• Proficient analytical, decision-making, and problem-solving skills.
• Excellent interpersonal and relationship-building skills.
• Strong prioritizing and time management skills.