Operations Team Lead

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Description:

The Senior Team Manager is responsible for managing a team of advisors, ensuring they meet their targets, and providing coaching and mentorship to help them improve their performance.

Main Responsibilities:

  1. Performance Management: Manage the performance and behavior of team leaders through effective 1:1 meetings, coaching, and mentorship.
  2. Goal Setting: Implement performance goals, monitor, and evaluate against pre-set goals, implementing action plans to resolve performance barriers as needed.
  3. Performance Analysis: Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
  4. Team Leadership: Ensure team leaders have a clear understanding of performance and behavior criteria and how it impacts performance and the overall customer experience.
  5. Staffing Planning: Partner with workforce management to execute daily staffing plans, identify and report significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  6. Schedule Management: Manage schedules, monitor adherence, time-off planning, and attendance in partnership with Workforce Management.
  7. Process Improvement: Participate in daily Kaizen events to identify and implement process improvement change initiatives.
  8. Seller Interaction Audits: Conduct seller interaction audits and provide coaching to improve performance.
  9. Professionalism: Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  10. Time-Management: Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
  11. Interdepartmental Collaboration: Liaise with other departments such as HR, Finance, or IT teams as required to resolve operations issues.

Requirements:

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

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