Team Lead (B2B Telco)

The Operations Team Lead is responsible for overseeing day-to-day operations building a strong team and shaping member behaviors to accomplish desired results. This role plays a collaborative part in developing and implementing standards and processes to ensure operational efficiency and maintain high-quality standards across all tasks. The position involves managing a hybrid team handling back-office workflows and outbound communications streamlining processes resolving operational issues and driving continuous improvement initiatives

Assists with staff development training and continuous learning initiatives.
Contributes to the development and implementation of systems and processes to monitor and record employee performance.
Provides regular coaching feedback and developmental guidance to team members establishing clear goals and performance standards.
Conducts team huddles and meetings to share program updates company news and industry best practices.
Prepares and completes accurate daily and periodic reports for management review.
Participates in client-related activities including alignment and calibration sessions.
Maintains comprehensive records to evaluate performance and track the progress of team members.
Performs other duties and responsibilities as assigned from time to time.

Excellent management and supervisory skills with a strong background in team leadership.
Excellent verbal and written communication skills.
Ability to effectively facilitate customer or client interactions in alignment with company and partner policies.
Strong knowledge of operations and customer service procedures and principles.
Highly organized with strong attention to detail.
Ability to resolve escalations and issues professionally and calmly.
Proven ability to coach mentor and motivate team members.
Proficient in the Microsoft Office Suite and general computer and internet literacy.

• Digital Customer Service
• Management Consulting

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