Operations Team Lead

The Operations Team Leader is responsible for directing, monitoring, and developing the team of Operations CSRs under his/her charge, providing the necessary tools for the team to perform tasks effectively to ensure ongoing compliance metrics are met. Your role involves monitoring real-time queues, managing KPIs, coaching, mentoring, and upskilling team members. It is essential to ensure healthy Service Levels, continuously evaluate team performance, monitor metrics/deliverables, maintain quality standards, and implement action plans as needed. Additionally, you may need to take supervisory calls, and the support scope includes voice and non-voice services. To qualify for this role, you must have previous experience working night/graveyard shifts for more than 12 months, be open to rotational shifts and week-offs, possess customer support experience, English proficiency at B2 level or above, and hold a graduate degree. You should have successfully managed a team of 15+ team members. Key skills required for this position include strong leadership abilities, talent development, teamwork orientation, a high sense of urgency, excellent social skills, the ability to deliver results under pressure, and strong multitasking skills. Knowledge of advanced Excel/Google Sheets is desired, along with proficiency in oral and written comprehension and a basic understanding of operational procedures.,