Job Description

We are seeking a dynamic and experienced Team Lead for our Back Office and Call Center operations. The ideal candidate will possess strong leadership skills, a customer-oriented mindset, and the ability to manage and motivate a team. This individual will be instrumental in ensuring the smooth functioning of back-office processes and call center operations, ultimately driving customer satisfaction and operational excellence. **Key Responsibilities:** - **Team Leadership:*Supervise, mentor, and lead a diverse team of back-office and call center associates, ensuring a positive work environment and high performance levels. - **Operational Management:*Oversee daily operations of the back office and call center, ensuring adherence to established processes, quality standards, and KPIs. - **Performance Monitoring:*Analyze team performance metrics and reports to identify areas for improvement and implement action plans accordingly. - **Customer Service Excellence:*Ensure the team provides exceptional customer service by managing customer inquiries, resolving issues, and ensuring timely follow-ups. - **Training and Development:*Conduct training sessions for team members to enhance skills, improve performance, and ensure compliance with company policies and standards. - **Collaboration:*Work closely with other departments to ensure seamless communication and collaboration on projects and initiatives. - **Process Improvement:*Identify and implement process improvements to enhance operational efficiency and productivity. - **Reporting:*Prepare and present regular reports on team performance, operational metrics, and customer feedback to senior management. **Qualifications:** - 5+ years of experience in back office and call center operations, with at least 2 years in a leadership role. - Strong knowledge of call center metrics, back office processes, and customer service best practices. - Excellent interpersonal, communication, and organizational skills. - Demonstrated ability to lead and motivate a team in a fast-paced environment. - Proficiency in MS Office and experience with call center software and CRM tools. - Ability to analyze data and make informed decisions to enhance performance. Roles and Responsibilities 1. **Team Leadership:** - Lead, mentor, and motivate a team of back office and call center agents to achieve operational excellence and meet performance targets. - Conduct regular team meetings to communicate updates, share best practices, and encourage team engagement. 2. **Performance Management:** - Monitor team performance metrics, analyze data, and prepare reports to assess productivity and service quality. - Provide constructive feedback and implement performance improvement plans as necessary. 3. **Training and Development:** - Identify training needs for team members and facilitate on-the-job training and skill development programs. - Encourage continuous learning and professional growth within the team. 4. **Customer Service Excellence:** - Ensure the team delivers outstanding customer service and maintains high levels of customer satisfaction. - Address escalated customer issues and develop solutions to enhance the overall customer experience. 5. **Process Improvement:** - Evaluate current back office and call center processes, identify areas for improvement, and implement best practices to enhance efficiency. - Collaborate with cross-functional teams to streamline operations and reduce redundancy. 6. **Compliance and Documentation:** - Ensure adherence to company policies, procedures, and compliance standards within the back office and call center operations. - Oversee the accurate documentation of customer interactions, transactions, and other relevant information. 7. **Reporting and Analysis:** - Prepare and present regular reports on team performance, key metrics, and operational challenges to senior management. - Utilize data analytics to make informed decisions and drive strategic initiatives. 8. **Resource Management:** - Manage staffing levels, schedule shifts, and allocate resources effectively to meet business demands. - Assist in recruitment and onboarding of new team members as needed. 9. **Stakeholder Collaboration:** - Liaise with other departments (such as sales, marketing, and logistics) to ensure a cohesive approach to customer engagement and service delivery. - Act as a point of contact for internal and external stakeholders regarding back office and call center operations. 10. **Crisis Management:** - Develop and implement contingency plans to address potential disruptions in operations. - Lead the team in handling high-pressure situations and maintaining service continuity during peak periods.