Team Leader Remote

General Information

Location

Work at Home

Job ID

8421

Job Category

Operations

Language Requirement

English

Description & requirements

Description

The Team Leader (TL) is directly responsible for performance management inclusive of all Transcom and client specific Key Performance Indicators (KPI). To effectively manage his / her team, the Team Leader will primarily be focused on preparing and executing effective coaching conversations, managing performance and accountability, and ensuring Customer Service Advisors (CSA) are following Transcom and client guidelines and procedures.

What's in it for you?

• Position as a Transcom employee
• Paid Vacation Time
• Benefits for you and your family - Medical, Dental, Vision
• 401(k) investment options, with employer-match opportunities
• Employee Assistance Program
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people
• Career advancement

What will you do?

Responsible for evaluating and coaching their Customer Service Advisors performance, developing talent by "building their bench", monitoring real-time adherence call activities, tracking and reporting on key metrics, and identifying, addressing, and escalating risks as applicable.

People

Lead team of Customer Service Advisors

Coach, develop, motivate and support direct reports to ensure they are providing best-in-class customer service on all customer interactions

Promote efficiency and achievement of targets, supporting CSA attainment of performance incentives

Collaborate constructively with peers, leadership, and support teams such as Quality Assurance and Training to share and leverage others best practices

Open to feedback and guidance from leadership

Keep motivation high by adapting virtual leadership style to individual needs

Create culture and environment conducive for Customer Service Advisor success by promoting and recognizing personnel and initiatives to drive positive engagement and performance.

Maintain high employee engagement and satisfaction

Lead by example, responsibility, and accountability for taking the correct required action on progressive discipline procedures.

Performance

Drive culture of accountability, continuous improvement, and personal excellence

Self reliant - prioritize objectives, identify, assess, and execute solutions for performance issues or areas of improvements

Accountable and full responsibility for direct reports and team key performance target achievements.

Understand and meet Key Performance metrics and targets.

Review and evaluate performance reports to identify strengths and opportunities.

Create individual targets for each direct report through customized coaching plans.

Quality

Communicate key messages effectively to ensure that direct reports are well informed about procedural changes or incidents that may impact them or their customers

Prioritize objectives with little-to-no assistance, finding issues and creating and executing on solutions that address those issues

Work output is prioritized, utilizing proper time management and accuracy

Monitor CSA's ensuring that each advisor receives feedback regularly, in conjunction with review of live and recorded call observations

Participate in Transcom and client calibration sessions

Additional Specific Duties & Responsibilities

Be actively involved in problem solving and propose improvements to processes

Implement and respect Transcom standard practices

Conduct yourself in a manner consistent with the values of the organization

Drive and foster a culture of positive performance

Make Transcom an enjoyable place to work for everyone

Qualification and experience

To qualify for this role you must have / be...

Proven track record of performance management, development of talent, and coaching effectiveness

Dependable and consistent

Nimble thinking, high energy, passion and persistent, resourcefulness

Excellent communication skills including active listening, empathy, concise, and clarity

Passion for coaching excellence, providing constructive feedback, and developing talent

Positive outlook, enthusiastic team player attitude

Driven by delivering results

Strong communication skills - verbal and written in the English language

A good understanding of CRM best practices; have ability to set SMART targets

Ability to analyze results and make decisions based on data and facts

Understand basic mathematics needed for reporting, analysis, and differentiation purposes

Strong organizational and time management skills

Focused on setting clear objectives and priorities

Good understanding of mobile and computer technology

Ability to work a flexible schedule including nights, weekends, and holidays

Successful completion / passing of criminal background check

It will help if you have...

2-5 years of leadership experience in a contact center / BPO experience

Direct reports of at least 10 people

Have worked in a self-driven environment

Previous experience managing a team in both onsite and virtual environments

Knowledge and understanding of Transcom procedures

Experience with Training or Quality Assurance in a call center environment

Requirements

The following items are mandatory pre-employment requirements and / or skills / experience that are required to be successful for this role.

Location Requirements

Must live and work in one of the following states :

AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK,

Work at Home Requirements :

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!