Team Lead Operations Specialist

7 days ago


Islamabad, Islamabad, Pakistan beBee Careers Full time

A Team Leader is responsible for managing a team of Advisors. This involves reviewing performance, coaching, and ensuring adherence to company policies like attendance.

Key Responsibilities
  1. Manage the performance and behavior of Team leaders through effective 1:1 meetings, coaching, and mentorship.
  2. Implement performance goals, monitor progress, and evaluate against pre-set targets.
  3. Review and analyze performance metrics to identify areas of opportunity for improvement.
  4. Ensure Team Leaders understand performance criteria and its impact on customer experience.

The role also involves partnering with Workforce Management to execute daily staffing plans, identifying volume changes, and making adjustments as needed.

Requirements
  1. Minimum of 2 years supervisory experience in a customer service environment, preferably within a contact center.
  2. Strong interpersonal and communication skills to communicate effectively with diverse constituencies.
  3. Ability to analyze data and drive decision-making.


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