Job Description
Role Overview
We are looking for an experienced Team Leader – Operations to manage team performance, customer experience, and advisor development in an international voice process. The role involves driving operational KPIs, team engagement, and service excellence while ensuring smooth day-to-day operations.
Key Responsibilities
- Manage team performance, productivity, and customer experience in real time.
- Monitor operational metrics such as service levels, adherence, quality, and efficiency.
- Conduct regular coaching, feedback sessions, and performance reviews for advisors.
- Handle customer escalations, callbacks, and complaint resolution effectively.
- Drive customer satisfaction through first-call resolution and process adherence.
- Analyze reports, identify trends/root causes, and implement improvement plans.
- Ensure team engagement, employee development, and positive work culture.
- Coordin...