
Effective Team Lead Position
4 days ago
Job Title:
Business Operations Manager
Job Summary:
As a Business Operations Manager, you will oversee the daily operations of an international voice process team. Your goal is to ensure smooth daily operations and maintain quality standards.
Responsibilities:
- Supervise a team of voice agents to meet targets and Key Performance Indicators (KPIs).
- Monitor performance and handle escalations for complex customer issues.
- Provide coaching, feedback, and performance evaluations to team members.
- Handle team scheduling and attendance to optimize productivity.
Operations Oversight:
- Maintain service level agreements (SLAs) and ensure quality standards.
- Analyze data to identify trends, gaps, and areas for improvement.
Training and Development:
- Assist in onboarding and training new team members to enhance their skills.
- Organize regular skill development and process refresher sessions to stay up-to-date.
Reporting and Analysis:
- Track and report team metrics to monitor progress.
Client and Stakeholder Communication:
- Liaise with international clients and internal stakeholders to share updates and feedback.
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