Operations Team Lead

The Sales Team Lead will manage and guide a team of sales advisors, monitor key performance metrics, conduct quality audits, and implement strategies to improve team productivity and customer satisfaction. The role also involves reporting, coaching, and collaborating with operations and clients to drive results.

Roles and Responsibilities

• Manage and lead a team effectively to achieve sales and operational targets
• Monitor key metrics including AHT, attrition, shrinkage, and YTD/MTD performance
• Demonstrate expert knowledge of operations processes and supporting tools
• Monitor customer interactions and provide timely feedback to the team
• Conduct weekly quality audits and analyze team data to identify trends and improvement areas
• Draw up action plans for advisors requiring coaching or development
• Track attrition and performance regularly; provide updates to Operations Manager
• Initiate CAP/DAP (Corrective/Development Action Plans) as required
• Enable development opportunities for the team through training and participation in initiatives
• Prepare development plans for team members and track their implementation
• Address queries raised by the team and interact with clients as needed
• Prepare reports, incentive sheets, and identify process gaps; collaborate with clients to implement solutions
• Communicate effectively with all levels of stakeholders, from assistants to senior executives
• Maintain strong customer service standards and ensure team delivers a professional experience