Operations Team Lead

Roles and Responsibilities

Be responsible for the team’s overall performance.

Should have upselling Background.

Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS.

Resolve queries in exceptional situations and escalate them, when required (by following proper channels).

Compile and publish reports on teams’ performance reports on set frequencies (Daily / Weekly / Monthly etc.).

Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues / delays in completing the task.

Provide the team with a vision of the process objectives.

Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.

Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.

Facilitate problem solving and collaboration.

Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.

Focus on accelerating teams’ performance.