Senior Operations Manager
1 month ago
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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