$75,000 - $86,000 yearly
NWN
Boston, MA, USA
Team Leader US-MA-Boston Job ID: 2025-7100 Type: Regular Full-Time # of Openings: 1 Category: CUSTOMER SUCCESS Remote - United States Responsibilities Role Overview The Team Leader role is responsible for oversight and management of a team of Customer Success Center Engineers. Scope of Role Responsibilities Essential, key job responsibilities for this role include, but are not limited to: Monitor calls for quality, provide performance coaching and feedback. Track attendance and performance of team and individuals. Assign work to team members and make them accountable for their work. Provide input into performance management and terminations. Assist in performance ratings of team members at year end. Manage the queue of calls to ensure service levels are maintained. Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement. Resolve participant escalations/issues without further escalation by...