Job Description
Team Leader – Mail Operations (7 Years Experience) Role Summary: Lead a team of analysts managing email operations, spam/abuse mitigation, and Trust & Safety workflows, ensuring operational excellence in a 24x7 environment. Key Responsibilities: · Oversee daily operations, ensuring SLA, productivity, and quality targets are consistently met · Supervise, coach, and develop a team of agents; manage rostering and shift planning · Monitor trends in spam, phishing, spoofing, and abuse; drive proactive mitigation strategies · Conduct incident reviews, root cause analysis (RCA), and implement corrective/preventive actions · Leverage Splunk to build dashboards, track KPIs, and generate actionable insights · Ensure adherence to email authentication standards (SPF, DKIM, DMARC) and security protocols · Collaborate with cross-functional teams and multi-vendor partners for seamless operations · Drive continuous improvement initiatives, process optimization, and automation opportunities Required Sk...