CSR Operational Lead/Team Lead

Description du poste:

Job Summary
The Order Management Operations Lead will be responsible for overseeing the day-to-day operations, build a strong team and shaping team members behaviors to accomplish desired results and will play a collaborative role in growing and implementing standards and processes. The role will involve managing a team of back-office staff doing outbound calls (80% backfoffice 20% Calls), ensuring operational efficiency, and maintaining high-quality standards in all back-office processes. Additionally, Operations Leads will streamline workflows, resolve issues, and drive continuous improvement initiatives.
Job Responsibilities:

Assists with staff development and training.
Assists with the development and implementations of processes/systems to monitor and record of employees
Provides coaching and feedback and prepares necessary reports.
Coach team members to review performance, provide instructions and directions, and set goals, while providing constant feedback when necessary
Conducts meetings to keep the team updated with the current trends in the program and/or the company.
Completes daily report for review to the Manager.
Performs other duties and responsibilities that may be assigned from time to time.
Participates in client-related activities to include client calibration sessions.
Maintains records to evaluate performance and monitor progress of team member

Skills:
Excellent Management and Supervisory Skills
Excellent verbal and communication skills
Effectively facilitates customer interactions following the Company and Clients service strategy and policies.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Ability to coach and mentor customer service representatives.
Proficient in Microsoft Office Suite or related software and Proficient in Computer and Internet Literacy.

Comptences:

• Orient dtail
• Anglais
• Operations Management

Ce que vous pouvez attendre de nous:

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