Customer Service Team Lead

Core Areas: Managing Customer Service Operations, Team Management, Training & Development, MIS

Creation and Analysis. Drive CSAT and NPS

Qualification: - Graduate/Postgraduate with at least demonstrated ability in leading large

teams of approx. 10-15+ people.

Designation & Role: Operations Manager

Operations Manager would be a professional who oversees and manages the customer service operations

within company. He will be responsible for ensuring that the company's customer service meets or exceeds set

standards as he will play a crucial role in customer satisfaction and employee retention.

Roles and Responsibilities

1. Ensure all operations are carried in an appropriate, cost-effective way

2. Improve operational management systems, processes and best practices

3. Help the organization's processes remain legally compliant.

4. Be versatile and transparent culture

5. Create an inspiring team environment with an open communication culture

6. Set clear team goals and delegate tasks and set deadlines

7. Oversee day-to-day operation

8. Monitor team performance and report on metrics

9. Motivate team members

10. Discover training needs and provide coaching

11. Listen to team members feedback and resolve any issues or conflicts

12. Recognize high performance and reward accomplishments

13. Encourage creativity and risk-taking

14. Suggest and organize team building activities

Requirements

1. Excellent interpersonal, intrapersonal and leadership skills.

2. Must be willing to dedicate his time to the growth and streamlining of the operational process for the

company.

3. Proven work experience as Operations Manager or similar role

4. Knowledge of organizational effectiveness and operations management

5. Familiar with business and industry practices and should be obsessed with customer experience

6. Good PC skills, especially MS Excel

7. Organizational, time-management and Decision-making skills

8. Degree in Management or training in team leading is a plus