Operations Team Lead

As a team manager responsible for a group of Customer Service Agents (CSAs), your role involves overseeing a large and diverse team to meet established targets. Ensuring efficient and accurate service delivery is key, along with managing day-to-day operations in adherence to company procedures and policies. Your support is vital in motivating and encouraging agents who work in a repetitive environment. It is essential to focus on developing the skills of the agents under your supervision and guiding them towards achieving their personal development objectives. Being available to address any grievances that require escalation from Customer Service Executives (CSEs) is part of your responsibilities. Regular meetings should be conducted to facilitate open communication within the team and to strategize solutions for any challenges or issues that may arise. Your prompt response to and resolution of work-related problems, team concerns, or inter-departmental issues that impact team productivity is crucial. When necessary, decisions should be escalated appropriately, and you should ensure that follow-up actions are carried out effectively. Your proactive approach in managing the team and fostering a conducive work environment is essential for the team's success.,