Team Leader - Operations

Job Description:

Job Title: Team Leader - Operations

Job Overview:

We are seeking an experienced and dedicated professional to join our team as a Team Leader for Call Center and Back Office Operations. The ideal candidate will have a strong background in managing both call center and back-office processes, ensuring operational efficiency, and leading a team to deliver high-quality service. If you possess excellent organizational and leadership skills, and have a proven track record in both domains, we encourage you to apply.

Responsibilities: 

Team Leadership:

• Lead, mentor, and motivate a team of customer support representatives and back-office personnel.
• Conduct regular team meetings, provide coaching, and foster a positive and collaborative team culture.
• Ensure team members are well-trained and equipped to meet performance targets.

Operational Excellence:

• Oversee both call center and back-office operations to ensure seamless coordination between the two functions.
• Monitor key performance indicators (KPIs) for both areas and implement strategies for continuous improvement.
• Identify and implement process enhancements to optimize efficiency and service quality.

Quality Assurance:

• Establish and maintain quality standards for both call center and back-office processes.
• Conduct regular quality assessments, provide constructive feedback, and coordinate training programs.
• Ensure adherence to company policies, procedures, and compliance standards.

Cross-Functional Collaboration:

• Collaborate with other departments to streamline cross-functional processes and improve overall efficiency.
• Act as a liaison between the call center and back-office teams to facilitate effective communication and problem resolution.

Reporting and Analysis:

• Generate and analyze reports on team and process performance.
• Provide insights into trends, areas of improvement, and implement data-driven strategies.
• Present regular updates to management on operational achievements and challenges.

Qualifications:

• Bachelor's degree in Business, Management, or a related field.
• Proven experience in both call center and back-office operations, with at least [X years] in a leadership role.
• Strong leadership, coaching, and mentoring skills.
• Excellent organizational and communication skills.
• Analytical mindset with the ability to make data-driven decisions.
• Familiarity with call center software, customer relationship management (CRM) systems, and back-office tools.