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.