Operations Team Leader

Job summary
Manages and oversees the activities of a teamMonitors team members' performance against metricsPerforms tasks related to team management
Job seniority: Mid-to-senior level
Responsibilities
• Ensure team members perform at par with company and client standards• Monitor team members' performance against metrics and provide support• Perform tasks related to team management• Motivate agents to maximize performance• Lead and manage call center operations activities• Conduct performance management activities• Set goals and provide coaching and assistance to team members• Handle escalation calls and impart knowledge and experience• Prepare reports on performance and metrics• Brainstorm with fellow Team Leaders and Operations Manager
Requirements
• Experience managing a team• Knowledge of call center operations• Ability to motivate and coach team members• Strong data reporting and analytical skills• Excellent communication and interpersonal skills• Ability to handle complex customer interactions• Experience in reward and recognition programs• Ability to collaborate and problem solve
Key Skills Needed
• Team management• Performance management• Data reporting• Coaching and mentoring• Call center operations• Customer handling• Analytical skills• Communication skills• Interpersonal skills• Problem-solving