Team Leader - Operations

Lead, motivate, and manage a team of customer service executives to achieve KPIs and SLAs.

Conduct regular team meetings, performance reviews, and provide feedback for improvement.

Monitor daily operations to ensure adherence to processes and quality standards.

Handle escalations and resolve complex customer issues promptly

Track and analyze team performance metrics such as AHT, CSAT, and FCR.

Prepare and present reports to management on operational performance.

Collaborate with cross-functional teams to streamline workflows and enhance efficiency.

Implement best practices to improve customer satisfaction and reduce operational bottlenecks.