Team Leader Operations
BLS International
Date: 2 weeks ago
City: Santa Rosa, CA
Contract type: Full time
Dear All,
We are urgently hiring for Team Leader Operations.
Job Location- San Francisco, US
Job Responsibilities
We are urgently hiring for Team Leader Operations.
Job Location- San Francisco, US
Job Responsibilities
- Coordinate with regional heads and country managers to improve VAS sales from CC.
- Coordinate with other departments to ensure timely escalation and closure of task and activity.
- Supervise the entire call center operations and be updated with the latest technologies which can support in improving the efficiency of the process.
- Analytics and goal settings for self and subordinates.
- Should drive R & R to keep the team motivated.
- Conduct performance appraisals.
- Do 1-0-1 discussion with all staff members.
- Periodically conduct brain storming session, skip session and focus groups.
- System management.
- Manage effective seat utilization and resource management.
- Conduct development trainings for all levels.
- Support team in identifying opportunities, coaching supervisors and supporting them to achieve their goals and objectives.
- Ensure that all functions and department are contributing effectively in the success of the process.
- Manage capacity planning for the program and ensure shrinkages are managed effectively.
- Drive Company policies and procedures effectively and with discipline.
- Design process SOP and define flow charts.
- Implement improvement projects and drive for completion.
- Conduct performance reviews with team leaders and managers.
- Manage the complaints and escalation process.
- Manager should have exposure and experience in transitioning or Project Management and should have been involved in setup of contact centers in the past.
- Qualification- any graduate with MBA Qualification
- Experience required - 5 to 8 years
- English to be mandatory
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