
Operations Team Lead
6 days ago
Job Title: Operations Manager
About the RoleThis leadership role involves overseeing a team of customer service professionals in a virtual environment, with a focus on delivering exceptional customer experiences and optimizing operational efficiency.
Duties and Responsibilities- Lead a team of Front Line Supervisors and Staff, spanning 100+ employees across multiple service shifts.
- Direct overall service-related activities for the team, supporting business objectives and customer experience strategies.
- Collaborate with Human Resources to implement people initiatives, including performance management, employee development, and staffing.
- Foster relationships with other service functions and business units as required.
- Bachelor's Degree or equivalent preferred.
- 5+ years' experience in Contact Center or Call Center Operations Management required.
- Proven track record in leading multi-channel virtual teams.
- Experience driving Customer Centric cultures with strong customer service orientations.
- Net Promoter Score (NPS) expertise preferred, with a history of improving operational effectiveness and customer satisfaction.
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