Group Leader

Job ID
Posted Date



Southlake Mall, 1000 Southlake Cir, Morrow, GA 30260

7201 University Oaks Drive, Charlotte, NC 28262

Seeking Talented Team Members

People Are Our Passion

Join Our Team

Empowering a Winning Culture


"Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positivte attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“


Mark Wilson, Chime Founder and CEO



Position Summary: 

Responsible for the daily management of a team of employees to include motivation, rewards and recognition, coaching, counseling, problem solving, and time management.

  • Analyze team and individual statistics; prepare reports; devise and implement incentive programs to improve metrics while maintaining Quality.
  • Perform call monitoring and provide trending data to the site management team on a Day- to -Day bases.
  • Ensure that client and provider issues are dealt with in a timely manner.
  • Time and attendance management of all associates
  • Provide daily attendance and floor support
  • Provide performance coaching and implement strategies for career development
  • Create initiatives to increase motivation, excitement, and retention
  • Perform quality evaluations to ensure quality metrics are met
  • Other office duties as assigned.



Requirements and Qualifications:


To ensure success the Service Delivery Manager must possess effective communication, leadership, and business acumen skills in a high-volume contact center. The aspirant must have demonstrated the skills listed below in their professional career.


Essential Skills and Experience:


  • Bachelor’s degree in Business or related field of study preferred.
    • 5 years’ experience in call center management preferred.
    • Demonstrated ability to manage multiple projects.
    • Excellent interpersonal and communication skills both written and verbal.

    Knowledge of office operations and policies.
    • Ability to multi-task and use multiple applications
  • Must be technically savvy; proficiency in Word, Excel, Windows, and Outlook

Work Environment:

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.

 Physical Demands:

  • While performing the duties of this job, the employee is regularly required to sit or stand for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms.


Other Duties:

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 


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