
Operations Team Lead
2 days ago
Job Title: Operations Team Lead
We are seeking an experienced and skilled Operations Team Lead to join our team. As a key member of our operations team, you will be responsible for overseeing the daily operations of our voice process.
Key Responsibilities:
- Team Management: Supervise a team of voice agents, monitor performance, and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Operations Oversight: Ensure smooth daily operations of the voice process, manage escalations, and resolve complex customer issues.
- Training and Development: Assist in onboarding and training new team members, organize regular skill development and process refresher sessions.
- Reporting and Analysis: Track and report team metrics, analyze data to identify trends, gaps, and areas for improvement.
Requirements:
- Bachelor's degree in Business Administration or related field.
- Minimum 5 years of experience in operations management, preferably in a contact center environment.
- Proven track record of success in team management, leadership, and problem-solving.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
How to Apply:
Please submit your resume and cover letter to us at your earliest convenience.
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