CallCenterNinjaSummary:
The Senior Lead manages operational duties of the teams under their direction. He/She monitors the execution of their duties and guarantee the achievements of agreed key performance indicators. Also, focuses on improving processes and knowledge management, based on the data and operational insights retrieved.
Responsibilities:
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 monitors the agents’ work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals.
Drive performance and culture through positive example and targeted actions.
Maintain and enhance program operations by monitoring the performance of designated teams.
Prepare performance reports by collecting, analysing and summarizing data and trends.
Provide analysis and improvement plans based on data and reports.
Identify and solves problems through analysing the main causes, prepare and fill up action plans, and mitigating business risks
Manage systems and improves processes together with a team of Supervisors in agreement with senior management.
Investigate new opportunities and alternative methods to increase team performance.
Interact with managers at different levels in the organization, presents findings to stakeholders (vendors) and senior management.
Qualifications:
8–10 years of experience in customer operations, contact center, or logistics service environments.
Minimum 3–5 years of experience managing Team Leads/Supervisors.
Strong experience owning and driving operational KPIs, SLA performance, and quality metrics at program level.
Proven experience in performance reporting, data analysis, and presenting insights to stakeholders and senior management.
Experience leading process improvement initiatives and driving operational excellence.
Strong root cause analysis and problem-solving capability with structured action planning.
Experience managing systems, workflows, and operational governance across multiple teams.
Demonstrated ability to influence stakeholders, vendors, and cross-functional partners.
Strong project management and business planning skills.
Advanced MS Excel and reporting skills.
Fluency in English.
Education/Certification requirement:
Bachelor’s degree in a relevant field.
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