Job Description:

As a Customer Operations Team Leader, you will be responsible for the day-to-day planning, management, and operational excellence of your assigned team. You will act as the bridge between frontline agents and management, ensuring that every teammate meets their Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

The ideal candidate is an organized, high-accountability leader who thrives on developing people. Through consistent coaching, structural discipline, and performance management, you will empower your team to deliver a superior customer experience that aligns with our departments core mission.

Key Responsibilities:

1. Operational Excellence & SLA Management:

- Oversee day-to-day team operations, ensuring smooth workflow and optimal resource utilization.

- Monitor, track, and drive team performance to meet and exceed client SLAs and internal KPIs (e.g., CSAT, AHT, Quality Scores).

- Manage real-time adherence, attendance, and scheduling to ensure maximum operational coverage.

2. People Development & Coaching:

- Identify individual and team performance gaps, providing constructive feedback and actionable solutions.

- Conduct regular, documented 1-on-1 coaching sessions and performance reviews.

- Lead daily/weekly team huddles to align the team on updates, targets, and best practices.

- Foster a positive, growth-oriented team culture focused on continuous improvement.

3. Quality & Customer Experience Assurance:

- Ensure the team maintains a high standard of service, driving a customer-first mindset across all interactions.

- Partner with the Quality Assurance (QA) team to analyze performance trends and implement corrective action plans.

- Act as an escalation point for complex customer issues, ensuring swift and satisfactory resolution.

4. Reporting & Administration:

- Compile, analyze, and present weekly and monthly team performance reports to operations management.

- Maintain accurate records of team schedules, compliance, and disciplinary actions if necessary.

Required Skills & Qualifications:

- Experience: Minimum of 24 years of experience in a BPM/BPO environment, with at least 12 years in a leadership or supervisory role.

- Education: Bachelors degree in any discipline or equivalent practical experience.

- Leadership: Proven ability to manage, motivate, and develop a team of customer service professionals.

- Organizational Skills: Exceptional time-management skills with the ability to handle high responsibility and multiple priorities simultaneously.

- Communication: Superior verbal and written communication skills; ability to deliver feedback effectively.

- Analytical Skills: Strong data literacyability to interpret performance metrics and translate them into actionable improvement plans.