Operations Team Lead

Roles and Responsibilities :

• Lead a team of customer service representatives to achieve high CSAT and low shrinkage/attrition rates.
• Manage escalations effectively, resolve complex issues promptly, and maintain a positive customer experience.
• Develop and implement strategies to reduce shrinkage/attrition rates through employee engagement, training, and development initiatives.
• Collaborate with other teams to identify areas for improvement and implement process enhancements.
• Analyze performance metrics such as CSAT, shrinkage, and attrition to inform data-driven decisions.
• Provide coaching and guidance to team members to enhance their skills and performance.

Job Requirements :

• Proven experience in leading operations teams in an international BPO or call center setting.
• Strong leadership skills with the ability to motivate teams towards achieving targets.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly.
• Experience in managing attrition, escalation, and SLA management is essential.
• Ability to analyze data and make informed decisions to drive business outcomes.
• Familiarity with voice process optimization techniques and tools is preferred.