Operations Team Lead (Sontiq)
Core
Lead a team of 12-16 Incident Coordinators in a contact center to provide customer care, guidance, and support for identity theft and fraud victims.
Role type
Senior Operations Team Lead (Contact Center)
Builds
Dependable customer service and identity protection support
Domain
Identity protection, cyber safety, customer support
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, quality assurance, contact center operations, stakeholder communication, operational administration, conflict resolution, process improvement, data analysis
Preferred skills
Identity theft domain knowledge, operational project support, SOP training, workforce planning, system adaptability
Technologies
Jira, contact center call-monitoring tools, quality assurance software
Responsibilities
Coach and develop team members, monitor calls and score quality, resolve escalated customer matters, manage staffing coverage, track KPIs, complete operational administration
Seniority
Senior, hands-on IC with people management
