Operations Lead
Core
Lead and manage a team of customer service representatives to achieve operational, productivity, and performance targets.
Role type
Operations Lead (Customer Service Team Management)
Builds
Customer service operations and team performance
Domain
Business Process Outsourcing (BPO)
Required skills
Team leadership, performance monitoring, coaching, escalation handling, target achievement
Preferred skills
Domain account experience
Responsibilities
Lead and manage a team of customer service representatives, Monitor daily team performance including attendance and service levels, Conduct regular coaching and feedback sessions, Handle escalations and provide timely resolutions
Seniority
Mid-level, hands-on IC
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