
Operations Manager
1 day ago
We are actively seeking a highly skilled Team Leader to join our Operations team.
Job Overview:As a seasoned Team Lead, you will be responsible for leading a team of agents to achieve daily targets, ensuring exceptional customer satisfaction and service quality.
You will oversee key performance indicators (KPIs), such as Average Handling Time (AHT), shrinkage, attrition, Customer Satisfaction (CSAT), and Service Level Agreements (SLAs), to maintain operational efficiency and effectiveness.
Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
Collaborate with other teams to resolve issues related to rostering, contact center operations, Business Process Outsourcing (BPO) operations, call center operations, team handling, and leadership responsibilities.
Ensure compliance with company policies and procedures while driving business growth through innovative solutions.
Key Responsibilities include:
- Customer Service, Customer Support, and Customer Service Management expertise
- Experience in achieving and maintaining high levels of Customer Satisfaction
- Excellent verbal and written Communication skills
- Background in Banking Revolut, Anti Money Laundering (AML), Money Laundering (ML), and Know Your Customer (KYC)
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