We are seeking a dynamic and motivated Grade 1 Group Leader Direct to join our team in Wichita, United States. In this pivotal role, you will lead and inspire a group of customer service professionals, ensuring exceptional service delivery and team performance.Manage and motivate a team of customer service representatives to achieve individual and group targetsOversee daily operations, including scheduling, workflow management, and resource allocationProvide coaching, mentoring, and performance feedback to team membersAnalyze team performance metrics and implement strategies for continuous improvementHandle escalated customer issues and complaints with professionalism and efficiencyCollaborate with other departments to enhance customer experience and streamline processesEnsure compliance with company policies, procedures, and industry regulationsIdentify and implement training initiatives to enhance team skills and knowledgeParticipate in hiring, onboarding, and ongoing development of team members