
Lead Associate Operations
2 weeks ago
Role & responsibilities
- Minimum 35 years in customer service, with at least 2 years in a supervisory or team lead role.
- To lead and manage a team of customer service representatives, ensuring high-quality service delivery, team performance, and adherence to company standards and KPI.
- Supervise daily operations of the customer service team
- Monitor and evaluate agent performance using KPIs and quality metrics
- Handle escalated customer issues and ensure timely resolution
- Conduct regular coaching, feedback sessions, and performance reviews
- Ensure compliance with company policies and service protocols
- Collaborate with cross-functional teams to improve service processes
- Prepare and present performance reports to senior management
- Drive initiatives to enhance customer satisfaction and loyalty
- Support recruitment, onboarding, and training of new team members
- Maintain up-to-date knowledge of products, services, and systems
Preferred candidate profile
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Proficiency in CRM systems and call center technologies
- Analytical mindset with problem-solving capabilities
- Ability to work under pressure and manage multiple priorities
- Customer-centric approach with a focus on service excellence
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