Ops Team Leader

Summary:

Under supervision, this position is responsible for supporting and coaching the performance of the team through reporting, coaching, monitoring and motivating. Duties include ensuring all designated tasks are handled within the appropriate timeframe in order to meet internal and external SLAs; assisting in gathering, analyzing, compiling, and forwarding departmental reports to the Management Team on a daily basis; serving as a subject matter expert (SME) various departmental projects and will assist in all functions related to daily operations; assisting with management of all business deliverables on a daily basis while tracking internal and external timeframes for resolution; assisting client and departments with identifying training needs, disseminating informational updates, providing direction and guidance relative to use of Mattel systems, policies and procedures and problem identification and resolution; serving as the first point-of-contact for internal questions assisting departments in handling unresolved escalations, questions, or concerns; reviewing and researching routes sent in assigning special projects or other duties as determined by management.

Key Responsibilities:

• Monitors staff production and performance in order to meet performance goals. Provides ongoing coaching and and feedback to staff.
• Assists staff in resolution of sensitive calls of a priority nature. Answers the most complex telephone inquiries and escalations.
• Identifies and coordinates staff training needs to ensure uniform professional responses.
• Plans and organizes the daily operation of the Service Department, including processing payroll for staff and reviewing attendance.
• Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff
• Regular attendance is an essential function of the job. Performs other duties as assigned or required.

Qualifications & Requirements:

• Completed 2 years in college or Bachelor’s/College degree in any field
• Minimum 1 year of previous supervisory experience in a customer service or health care BPO environment
• Minimum 1 year experience working in a retail account
• Technical skills preferred, but required