
Senior Operations Manager
20 hours ago
Job Title: Team Lead
Overview:
We are seeking an experienced and skilled professional to lead a team of agents, responsible for achieving daily targets, ensuring high levels of customer satisfaction, and service quality.
Key Responsibilities:
- Manage a team of agents to achieve daily targets and maintain high levels of customer satisfaction and service quality.
- Oversee AHT, shrinkage, attrition, CSAT, KPIs, and 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, BPO operations, call center operations, team handling, TL responsibilities.
- Ensure compliance with company policies and procedures while driving business growth through innovative solutions.
Requirements:
- Excellent verbal and written Communication skills.
- Experience in achieving and maintaining high levels of Customer Satisfaction.
- Customer Service, Customer Support, and Customer Service Management skills.
- Experienced in Banking Revolut, Anti money laundering (AML), Money Laundering (ML) and KYC.
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