Team Lead Operations

Team Lead Operations

CallingTech, Pakistan

A Team Leader, who is often known as a supervisor or a team manager, is responsible for managing a team of Advisors.

This team would typically consist of 15-20 people, helping them to meet targets while reviewing performance and coaching them.

A full list of duties, including ensuring that Advisors adhere to company policies like attendance, is listed below.

Job Specification

Duties & responsibilities :

• Manages performance and behavior of Team leaders through effective 1 : 1 meetings, coaching, and mentorship.
• Implements performance goals, monitors and evaluates against pre-set goals, implementing action plans to resolve performance barriers as needed.
• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
• Ensures that Team Leaders have a clear understanding of the performance and behavior criteria and how it impacts performance and the overall customer experience.
• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
• Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
• Participates in daily Kaizen events to identify and implement process improvement change initiatives.
• Conducts Seller interaction audits and provides coaching to improve performance.
• Maintains a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
• Liaises with other departments such as HR, Finance, or IT teams as required to resolve Operations issues.

Requirements :

#J-18808-Ljbffr