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Operations Team Leader

Keywords / Skills : "Call Centre Management", bpo manager

2 - 12 years
Posted: 2019-02-18

Job Description
This role is a key component in driving excellence, in line with customer satisfaction and service delivery. The position will require a passion and knowledge for home, consumer electronics and concierge markets. This position will work closely with the Senior Manager to ensure consistency across all contracts regarding updates and procedures.
Maintain key accountability for team member performance, identifying and developing strengths and opportunities for improvements. Grow, develop the team and motivate individuals.

Monitor call traffic patterns and deploy resources appropriately to meet service targets, including manage team work roster arrangements and resources planning.

Generate and prepare reports on a monthly basis and as and when needed. Foster a team environment in line with company code of conduct and ensure that overall behavior expectations are met.

Develop a customer service focus environment and to pass on best practice to the team.

Provide guidance and support to team members in service delivery and daily operations, resolve complex enquiries and handle complaints escalated from team members effectively.

Ensuring the team meet the Service Level Agreement and exceed customer expectations.

Ability to problem solve in a professional and effective manner.

About Company

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