Coach - HYD - (Jul 2026) 2

Job description

“ Team Lead ” means Personnel of Agency, its branch, subsidiary or subcontractor (if any), whose responsibilities shall include the following: • Building, coaching, and directing a team of Agents; • Identifying training and development goals for Agents and leveraging best practices for Agent development; • Ensuring Agents are adhering to the appropriate use of timekeeping; • Supporting Escalations as needed and handling Team Lead calls; • Reviewing and communicating weekly (at a minimum) performance, quality, and attendance reports at the individual and team level; • Using call monitoring, quarterly checklists, and certification checklists as provided in Client’s process and procedure documents; • Administering disciplinary actions according to Agency’s human resources policy and Applicable Law; • Coordinating reward and recognition programs; • Participating in special projects as needed and performing other duties as assigned; and • Providing suggestions to Program Lead who will liaise with cross functional teams to ensure goals are achievable.