Senior Operations Manager

1 month ago


Cambridge, Massachusetts, United States Peak Support LLC Full time
Job Overview

Peak Support LLC is seeking a highly skilled Team Leader to join our dynamic team. As a Team Leader, you will be responsible for driving results, developing team members, and delivering exceptional customer experiences.

Key Responsibilities:

  • Lead and manage a team of customer support agents to achieve performance targets.
  • Develop and implement coaching plans to enhance agent performance and customer satisfaction.
  • Collaborate with cross-functional teams to drive business growth and improve operational efficiency.
  • Identify and address performance gaps, providing targeted support and training to team members.

Requirements:

  • 2+ years of experience in a leadership role, preferably in the BPO industry.
  • Strong background in performance management, coaching, and team development.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.

Preferred Qualifications:

  • Experience working in a retail or e-commerce customer service environment.
  • Knowledge of call center tools and processes, with a focus on quality and efficiency.


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