Team Leader, Operations

About the role

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

What you'll do

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Responsible for following agreed execution governance model, escalation & communication plans
• Ensure team members achieve agreed work standards
• Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems
• Evaluation of operational practices and procedures

What you need

• Process improvement
• Any graduate