Team Leader - Operations

Key Responsibilities:

Team Management:

• Lead, mentor, and motivate a team of customer service representatives.
• Conduct regular team meetings, one-on-ones, and performance reviews.
• Address team concerns and provide feedback for continuous improvement.

Performance Monitoring:

• Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
• Set and track performance targets and KPIs.
• Implement strategies to achieve and exceed performance goals.

Quality Assurance:

• Ensure adherence to quality standards and protocols.
• Conduct regular quality checks and audits of calls.
• Provide coaching and training to enhance service quality.

Operational Management:

• Manage daily operations to ensure efficient workflow and resource allocation.
• Handle escalated customer issues and complaints.
• Collaborate with other departments to resolve complex issues.

Reporting:

• Prepare and present regular performance reports to senior management.
• Analyze trends and identify areas for improvement.
• Recommend and implement process improvements.

Training and Development:

• Identify training needs and coordinate training sessions.
• Foster a culture of continuous learning and development within the team.

Compliance:

• Ensure compliance with company policies, procedures, and regulatory requirements.
• Maintain up-to-date knowledge of industry trends and best practices.

Qualifications:

• Education:
• Bachelors degree.

Experience:

• Minimum 5 years of experience in a contact center environment.
• Proven experience in a supervisory or team leader role, preferably in an international voice contact center.

Skills:

• Excellent leadership and people management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Proficiency in using contact center software and CRM systems.
• Other Requirements:
• Flexibility to work in different shifts, including nights and weekends.
• Strong understanding of customer service principles and practices.
• Ability to handle high-pressure situations calmly and effectively.