Team Leader, Operations - Customer Experience

2 - 7 years

6 - 10 Lacs

Posted:2 weeks ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives
What Youll Do:
The Team Leader, Operations leads and motivates a team to optimum performance levels to achieve targets contributing to the company s objectives. They provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives
  • Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes
  • Involvement and collaboration on new strategies and/or process improvements to better the team s performance
  • Daily, weekly and monthly reports provided at both internal and external client levels
  • Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking/progression throughout each month
  • Assist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to: taking escalated Supervisor calls, evaluating call recordings and QA call review, if applicable based on client requirements
  • Creating and/or facilitating team huddles, presentations and team contest to engage our team and/or clients
  • Ensure all employees are in line with Regulatory Compliance, Quality and CBT requirements
  • Assist and participate in the recruiting, training and onboarding of employees, when required
  • Champion company core values and other company programs to engage and motivate our employees
  • Other duties as assigned
Experience
Previous experience in an Agent and/or Customer Service role
Previous experience in a leadership or managerial experience would be an asset
Certificates/Licenses:
Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required
 
What Were Looking For:
 
INFORMATION SECURITY RESPONSIBILITIES
All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) - French. Please note that Information security responsibilities are based on role.
Why Join Us
  • Growth Opportunities : We believe in promoting from within and providing opportunities for career advancement.
  • Comprehensive Training : We offer extensive paid training to ensure you re equipped for success.
  • Team-Oriented Culture : Work in a collaborative, supportive environment with peers who are passionate about what they do.
  • Diversity Inclusion: We celebrate the unique perspectives and contributions of all our employees.
  • Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you ll build strong connections.
  • State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
  • Rewarding Work: Help businesses grow while making a real difference in people s lives!

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Bill Gosling logo
Bill Gosling

Customer Service Outsourcing

Winnipeg

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