Job Description
Position: Operations Team Leader
Department: Operations
Overview:
Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client.
- Conducts coaching, mentoring, and performance management sessions
- Monitors daily, weekly, and monthly team performance metrics
- Handles customer escalations and supports agents in resolving complex concerns
- Prepares performance reports and identifies areas for improvement
- Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies
- Ensures compliance with company policies, procedures, and client updates
- Facilitates training sessions and process refreshers for agents
- Develops engagement and incentive programs to improve morale and productivity
- Manages queue performance, service ...
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