Operations Team Leader (Food Delivery)

Functional Responsibilities

• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle. Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets. Monitors each team member's performance throughout the shift, providing assistance, coaching, and mentoring as necessary. Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
• Handles escalation calls from CSR's as, exercising di...