Team Lead Operations

4 weeks ago

Islamabad, Islamabad, Pakistan CallingTech Full time
Team Lead Operations
CallingTech, Pakistan

A Team Leader, who is often known as a supervisor or a team manager, is responsible for managing a team of Advisors.

This team would typically consist of 15-20 people, helping them to meet targets while reviewing performance and coaching them.

A full list of duties, including ensuring that Advisors adhere to company policies like attendance, is listed below.

Job Specification

Duties & responsibilities:

  1. Manages performance and behavior of Team leaders through effective 1:1 meetings, coaching, and mentorship.
  2. Implements performance goals, monitors and evaluates against pre-set goals, implementing action plans to resolve performance barriers as needed.
  3. Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
  4. Ensures that Team Leaders have a clear understanding of the performance and behavior criteria and how it impacts performance and the overall customer experience.
  5. Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  6. Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
  7. Participates in daily Kaizen events to identify and implement process improvement change initiatives.
  8. Conducts Seller interaction audits and provides coaching to improve performance.
  9. Maintains a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  10. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
  11. Liaises with other departments such as HR, Finance, or IT teams as required to resolve Operations issues.

Requirements:

  1. Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
  2. Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  3. Demonstrates ability to analyze data, using the data to drive decision making.
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