Careers At HGS

Team Leader

Job Code : HGS/777

Job Description


The Team Leader provides leadership, supervision, training and guidance while overseeing the day to day operations of Customer Care Professionals. As a member of a diverse team of people leaders the incumbent will manage team performance and follow best practice standards to achieve and exceed service levels and core client and company objectives.

The Team Leader position is considered an integral step in the career path between the role of Customer Care Professionals and such leadership roles as Operations Manager.

Reports to:

This position reports to the Operations Manager.


  • Lead, coach and develop a team of Customer Care Professionals in all areas related to work performance/career development to enhance performance
  • Influence positive employee morale through effective communication and identification of issues for review and/or resolution
  • Analyze regular statistical reports to track and trend performance. Translate analysis into meaningful coaching opportunities for employee
  • Apply a collaborative style of coaching to foster employee ownership of performance enhancements and achievement of sales targets and operational key drivers
  • Proactively propose improvements to the work environment, with particular emphasis on productivity, quality, execution, and team member growth
  • Identify and coordinate, with HR and/or Training, additional education as required to improve Customer Care Professionals skill or competency
  • Reinforce positive behavior through appropriate recognition
  • Make autonomous decisions that relate to the operation and employee issues. Escalate to Senior Leadership and/or HR as appropriate
  • Liaise with Leadership Teams, peer Team Leaders and Corporate groups as part of committees and results teams
  • Encourage creativity, initiative and a positive attitude
  • Prepare and facilitate effective team meetings
  • Support corporate initiatives
  • Other duties as required

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.


  • Associate degree in business administration or marketing preferred
  • Minimum of 3 years call center experience or leadership role on particular client program
  • Consultative sales experience is strongly preferred
  • Proven ability coaching and motivating employees in a results-driven environment
  • Ability to effectively handle customer escalations in a positive, effective manner
  • Exceptional negotiation skills
  • Demonstrated ability to adapt quickly and lead effectively in a changing environment
  • Ability to develop and maintain highly effective relationships
  • Possess strong written and verbal communication skills
  • Strong listening/comprehension skills
  • Strong conceptual and analytical skills
  • Aptitude for turning knowledge into innovative strategies and solutions
  • Strong time management and multitasking skills
  • Possess solid decision making and influencing skills based on facts or sound judgment
  • Strong organizational and interpersonal skills
  • Basic knowledge of Excel, PowerPoint and Word
  • Able to work in a 24 hour a day, 365 days per year environment
  • Satisfactory criminal record check
  • Reliability as measured by attendance and adherence records
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