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Operations Team Leader

2 months ago

Pittsburgh Pennsylvania, United States ibex Full time

Overview:


The Operations Team Leader is responsible for overseeing and directing the daily functions and client performance of a team of Supervisors who manage a group of customer service representatives. This role is crucial in ensuring that client expectations are not only met but exceeded.

The ideal candidate will thrive in mentoring and developing Supervisors and customer service staff, fostering a positive workplace culture that enhances employee engagement, satisfaction, and retention.

Additionally, the Operations Team Leader will guide employees to achieve compliance with business policies and practices, ensuring adherence to legal standards.


Responsibilities:


Set and consistently achieve client program service objectives in terms of performance, production, and quality; analyze root causes of challenges to develop effective solutions.

Manage call distributions, prepare and interpret data, and implement program adjustments aimed at fulfilling client objectives.


Regularly assess performance and production metrics to confirm that targets are being met, while collaborating with supervisory teams for feedback and problem resolution.

Lead, mentor, and cultivate a high-performing team by acting as a coach and guide to staff.

Conduct evaluations, prepare, and deliver performance reviews that address areas for improvement, providing coaching to inspire enhanced performance.

Administer rewards and recognition initiatives for all programs.

Understand cost management strategies, contribute to budget oversight, and propose solutions for enhancing overall financial performance of the Contact Center.

Review quality monitoring sessions to ensure improved performance of customer service representatives.

Foster positive relationships with clients to understand and support their objectives.

Ensure the efficiency and accuracy of performance metrics.


Collaborate with various departments for feedback and support related to client programs, including other management teams, training, recruitment, client services, human resources, and IT.

Ensure that policies and procedures are effectively communicated and adhered to.

Engage in activities that promote employee involvement and satisfaction.

Perform additional duties as assigned.

Qualifications:
A college degree or equivalent combination of education and relevant experience.

Minimum of 3 years of supervisory or management experience; experience in a BPO environment is highly desirable.

Strong understanding of customer service operations and internal computer systems.

Proficient in MS Word and Excel, particularly in creating, designing, and maintaining spreadsheets.

Exemplary interpersonal and relationship-building skills, along with strong verbal and written communication abilities in English.


Team-oriented with the capacity to relate to all levels of employees and clients, effectively managing a large team in a fast-paced environment.

Demonstrated analytical skills, sound judgment, and the ability to make decisions within the scope of authority.

Ability to manage deadlines, demonstrate resourcefulness, and maintain organization, especially under pressure.

Exhibits maturity, initiative, confidence, and the ability to handle confidential information.