CallCenterNinjaSummary:
The operations team lead supports the general operation of a program’s functioning. He/She is responsible for general supervision and performance of a designated team, and aids the management of the client relationship. He/She also determines daily workload requirements and distribution, performs daily database maintenance and troubleshooting, supports logistics service representatives to achieve process adherence, productivity and quality goals through training and mentoring. Additionally, to provide proactive communication both to and from Clients and OnProcess Management.
Responsibilities:
Demonstrate and adhere to company’s values.
Support their colleagues and is cooperative with the client.
Assist in tracking and controlling the key performance standards. Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation.
Track and monitor the agents’work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals.
Distribute the daily work of the team.
Escalate database issues.
Responsible for reporting on various activities: create and analyze Tier I & Tier II client reports (eg escalation files, logistic requests).
Communicate with both internal and external clients.
Act as a first point of contact for escalation from customers.
Escalate specific issues to the appropriate level of management.
Facilitate team communications.
Consistently implement and exceed the company's key performance indicators and quality standards.
Qualifications:
5–8 years of experience in a call center, customer operations, or logistics support environment.
Minimum 2–3 years of experience in a Team Lead / Supervisor role managing agents or service representatives.
Proven experience managing KPIs, productivity, quality metrics, and SLA adherence.
Experience handling customer and client escalations in a service operations environment.
Experience in workload planning, queue management, and daily task distribution.
Strong experience in coaching, mentoring, and performance management of agents.
Experience preparing operational and client performance reports (Tier I / Tier II reporting).
Strong analytical skills with the ability to identify process gaps and drive improvements.
Advanced proficiency in MS Excel for reporting and performance tracking.
Excellent stakeholder communication skills with internal and external clients.
Education/Certification requirement:
BA in appropriate field.
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