Operations Team Leader

Job Description

• Motivating staff to achieve performance targets through creating a fair and healthy workplace. Developing employees in every contact point, and ensure they are following the required structure for the interactions that ensure high-quality performance
• Coach, develop, motivate, monitor, and follow up on team members’ performance, quality, and adherence for improving productivity and skills to ensure people development and high performance
• Monitor agent and team performance, quality, and adherence, take appropriate actions to improve team achievements
• Supervise workforce management on the team level, problem resolution, and recommending corrective actions to ensure optimum performance, quality, and adherence
• Respond to customer questions when escalated through communication means to ensure customer satisfaction
• Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to ensure the enhancement of the team operation workflow and customer satisfaction
• Manage employees HR related inquiries and actions through HR management system to ensure accurate employee records
• Create departmental related reports on a periodic basis through tracking, measuring, and monitoring department performance to make decisions on improvement opportunities

Job Requirements

• Advanced English level (B2-C1)
• Graduate
• Advanced Communication skills
• Minimum Experience of 2 Years relevant to LOB type (Sales, Customer service.)
• Experience in managing teams of 15 – 20 Staff members.
• Good working knowledge of MS office. (Intermediates excel)
• Intermediate computer skills.
• Business writing skills