
Customer Service Leadership Position
2 days ago
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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