
Operations Team Lead
2 days ago
The Lead Supervisor is responsible for overseeing the operations of all teams within the Contact Centre during assigned shifts.
The successful candidate will ensure high-quality performance, operational efficiency, and a seamless workflow across all functions.
Main Responsibilities:- Conduct analysis of previous day's performance
- Highlight high and low performers
- Maintain energy on the floor by updating white boards and announcing high rollers
- Conduct coaching sessions with agents who need improvement
- Report shift activity to managers
- Coordinate with WFM/Tech and relevant teams to resolve system issues
- Address agent concerns regarding adherence, attendance, and performance
- Perform tasks assigned by Manager operations and serve as secondary POC when needed
- Monitor random calls to improve quality and track operative performance
- Excellent leadership and organizational skills
- Strong interpersonal and communication skills
- Ability to multitask and develop team members
- Proficiency in MS Office, especially Excel and PowerPoint
- Minimum 2-3 years of Customer Services experience
- Bachelor's Degree
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