Customer Service Leadership Position

2 days ago


Hyderabad Secunderabad Telangana, India beBeeLeadership Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title:

Senior Operations Lead

">About the Role:

We are seeking a highly skilled and experienced Senior Operations Lead to join our team. The successful candidate will be responsible for leading a team of customer service representatives, ensuring service quality and performance standards are met.

The ideal candidate will have a strong background in contact center management, with experience in international voice and CRM systems. They will also possess excellent leadership, communication, and problem-solving skills.

Key Responsibilities:

  • Lead and supervise a team of customer service representatives.
  • Ensure service quality and performance standards are met.
  • Monitor daily operations, including call volume, SLAs, and KPIs.
  • Conduct team meetings, performance reviews, coaching, and feedback.
  • Perform quality assurance checks and resolve escalated customer issues.
  • Develop and deliver training programs for new hires and ongoing development.
  • Prepare performance reports and use analytics for decision-making.

Qualifications:

  • Bachelor's degree required.
  • Minimum 7 years of contact center experience, with at least 2 years in an Assistant Manager role.
  • Must have experience in international voice.
  • Strong leadership, communication, and problem-solving skills.
  • Proficiency in contact center software and CRM systems.
  • Knowledge of operational metrics (SL/AHT/FCR, etc.).
  • Ability to manage multiple priorities under pressure.

Why You'll Love This Opportunity:

  • Be part of a dynamic and growing team.
  • Opportunities for leadership development.
  • Engage in impactful work shaping the future of our services.


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