Operations Team Leader (Contact Center)

Job Description

• Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines
• Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
• Ensure agents adhere to schedules and minimize absenteeism of agents
• Explains and communicate KPIs / performance measuring parameters for team members
• Identify performance gaps for specific individuals and create action plans to improve performance.
• Provide opportunity to Reward and Recognize High Performance.
• Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
• Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
• Give technical assistance to agents from his/her team and from other teams if required.
• Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
• Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
• Respond effectively to escalate transactions, customer complaints and report escalations.
• Support the queue if necessary
• Prepare and submits internal reports
• Ensure adherence to laid down operational metrics and client determined SLAs for self and team members
• Continuously monitor, analyze agent related metrics and provide actions for improvements.
• Enhance self-process knowledge of handling transactions (calls / emails/cases)
• Keep self-updated on organizational products, offers and processes

Introduce or suggest process improvements by using knowledge and experience

Job Requirements

• Maximum age is 35 years old
• Bachelor degree
• Basic knowledge of CCNA and Coding.
• Very good written and Spoken English.
• Very good leadership skills
• Very good communication skills.