Operations Team Lead

About the Job

Were changing the way people think about customer care, and we need your help

We are seeking a Team Lead to guide and support our Customer Service Representatives (CSRs), ensuring consistently high-quality customer interactions. The role requires a deep understanding of our partners brand, values, products, promotions, and procedures. Additionally, the Team Lead will play a key role in fostering team growth through regular performance assessments, training initiatives, and personalized career development planning.

As a Team Lead, You Will

• Oversee and support Customer Service and Technical Support Representatives (CSRs), while also handling chat interactions when required.
• Facilitate effective training, professional growth, and employee engagement to build, develop, and retain high-performing team members.
• Drive operational excellence by managing performance against key metrics, including KPIs and service level agreements (SLAs).
• Interpret performance data and reports to monitor productivity and identify underlying causes of performance gaps.
• Apply critical thinking to design and implement strategies that enhance business performance and strengthen partner relationships.
• Foster a motivated team environment through strong interpersonal relationships and timely, hands-on coaching.
• Create and manage incentive programs that encourage CSRs to meet and exceed performance targets.
• Collaborate with Operations Support and Workforce Management teams to coordinate staffing and schedule adjustments.
• Work cross-functionally with departments such as HR and IT to resolve internal issues efficiently.
• Contribute operational insight and strategic input during partner meetings to support collaborative success.
• Attain expert-level understanding of partner products, services, and promotional offerings.
• Exemplify a strong work ethic and a commitment to delivering optimal outcomes for both the team and customers.
• Lead by example, embodying the companys core cultural values ("10 Things").
• Assess and refine workflow processes by identifying inefficiencies and implementing improvements to boost productivity and outcomes.
• Maintain high quality standards through regular audits, offering constructive feedback and coaching to enhance agent performance.

Requirement: As Team Lead, You Have..

• A High school diploma or equivalent is required.
• Post-secondary education in Business or a related field is preferred; a combination of relevant education and experience will also be considered.
• 2 -3 years of experience in a customer service or contact center environment, including at least 1 year in a supervisory or team lead role.
• Experience overseeing digital chat operations is highly desirable.
• Proven ability to handle escalated customer issues within a contact center setting.
• Capable of typing at a minimum speed of 30 words per minute with high accuracy.
• Working knowledge of Google Workspace tools (Docs, Sheets, Slides, Drive) and other common office applications is an asset.
• Proficiency in using spreadsheet tools for creating and maintaining operational reports.
• Strong organizational, prioritization, and time management skills, with the ability to meet deadlines effectively.
• Demonstrated ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Willingness and flexibility to work a variety of shifts, including mornings, evenings, weekends, and holidays.

Educational/Work Experience and Requirements:

• Must successfully pass a background check
• High school diploma or equivalent required
• Post secondary degree is a plus
• 1-3 years of experience in Operations Team Lead (chat or email support preferred).
• Prior experience in a contact center environment is a plus.

HR Contact No Rilson Dsouza)

Exclusive Employee Benefits:

• Complimentary Two-Way Cab Service Hassle-free daily commute
• Free Meals Stay energized throughout your shift
• Comprehensive Health Insurance Weave got you covered
• PF & Other Statutory Benefits Secure your future