Operations Team Leader

Key Responsibilities

• Coordinate Customer Service Team and follow up on daily tasks  
• Provide Direct Customer Support
• Review and resolve customer escalations & complains  
• Evaluate Team Members Performance monthly and yearly and providing feedback loop
• Support Process Improvement to guarantee quality of application
• Train New Hires and provide accurate training feedback
• Staff Scheduling and Supervision
• Coaching, Motivation, and Morale-Building
• Prioritization and Delegation
• Create needed reports

Qualifications and Education Requirements

• 3 to 5 years’ Experience in the call center
• 2+ Years as a team leader  
• Fluent of English
• Strong knowledge of different business functions (Customer service is essential)
• Strong work ethic.
• Excellent knowledge of using Excel, word and PowerPoints.

Skills

• Technical/Professional Skills • People Oriented  
• Conflict resolution
• Detailed focused approach.
• Operations, Workforce , quality assurance background
• Reporting skills

Competencies/Interpersonal Skills • Excellent analytical and communication skills

• Coordination and execution ability
• Great sense of teamwork
• Analytical skills
• Problem Solving Skills
• Leadership Skills (TL/Supervisor/Manager) • Motivational skills  
• Inspire the others  
• Team Management  
• Time Management