Operations Team Lead

1-3 Years

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Early Applicant

Job Description

Work closely with the team, motivating and coaching them
Hosting 1-2-1s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Work with the management team to identify and deliver positive change and business efficiencies
Support the Senior Manager to highlight operational risks and areas for improvement

Responsibilities

Work closely with the team, motivating and coaching them
Hosting 1-2-1s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Work with the management team to identify and deliver positive change and business efficiencies
Support the Senior Manager to highlight operational risks and areas for improvement

Requirements

Team management experience
Coaching and communication skills
Minimum of 1 year experience within a contact centre environment as a Team Manager
Experience in customer service
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking
Fluncy in English is a must
Bachelor's degree holder

Benefits