Operations Team Lead

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Work with the management team to identify and deliver positive change and business efficiencies
• Support the Senior Manager to highlight operational risks and areas for improvement

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Work with the management team to identify and deliver positive change and business efficiencies
• Support the Senior Manager to highlight operational risks and areas for improvement

• Team management experience
• Coaching and communication skills
• Minimum of 1 year experience within a contact centre environment as a Team Manager
• Experience in customer service
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Fluncy in English is a must
• Bachelor's degree holder

Social Insurance
Medical Insurance
Fast-paced career progression