
Operations Team Lead
1 week ago
Job Title: Team Leader Operations
Required Skills and Qualifications:
- Leadership Skills:
- Proven experience in team management, with a focus on supervising voice agents, monitoring performance, and ensuring adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
- Ability to handle scheduling and attendance, provide coaching, feedback, and performance evaluations.
- Operational Expertise:
- Ensuring smooth daily operations of the voice process, managing escalations, and resolving complex customer issues.
- Maintaining service level agreements (SLAs) and ensuring quality standards.
Benefits:
- Opportunity to lead a high-performing team and drive improvement through data analysis.
- Challenging role in an international voice process environment.
- Develop skills in training, development, and client communication.
Other Responsibilities:
- Assist in onboarding and training new team members.
- Organize regular skill development and process refresher sessions.
- Liaise with clients and internal stakeholders, sharing updates, feedback, and improvement plans.
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