The trainer will be responsible for training newly hired employees and for supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps to help improve productivity/performance, and ensuring staff members stay motivated and focused.
A team leader is expected to lead team members, foster their professional development and growth, and promote teamwork and cooperation. Under the direction of the Operations Manager, manage team metrics, client values, attendance, and retention goals by effectively coaching the agents. Create a necessary action plan focused on behaviors because of their observations and daily audit performance. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.