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1

operations team leader

  • Prioritized team and individual goals to effectively achieve business objectives 
  • Coached team members regarding call strategy to effectively reach targets and foster customer retention
  • Participated in brainstorming sessions, providing feedback and executing new tactics to improve agent performance 
  • Communicated frequently and openly to motivate team members and drive goal achievement
2

operations team leader

  • Responsible for day to day work, process flows and constantly endeavoring to be able to lead the team both operationally and subject matter expertise
  • Leading client calls and tracking of communications on an ongoing daily basis regarding operational deliverables and aspects
  • Ensuring teams performance in terms of compliance with SLA
  • Distribution of work among team members and tracking of inflow and outgoing volumes on daily basis
  • Mentoring and coaching of the team on regular basis and query resolution
  • Direct organization of work within the team including duty rosters and vacations
  • Perform annual performance appraisals of team members and provide regular feedback for development of team member
3

operations team leader

  • I provide continuous support to my team
  • Applicant’s satisfaction is top priority 
  • I have an open communication with my team
  • I share accurate reports with my staff
  • I promote our service to the applicants
  • I provide accurate information to my team
  • I have a clear vision on what’s to be achieved 
4

operations team leader

  • Oversaw call-monitoring, coaching, performance and corrective action for all team members 
  • Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience 
  • Assisted in training, motivating and coaching team members to meet required center goals
  • Provided knowledge and resources to prepare each team member for success and top performance
5

operations team leader

  • Improved team efficiency and productivity by restructuring workflow and managing assignments
  • Trained, mentored and directed team of 12 people 
  • Increased overall efficiency and productivity of the team by revamping jobs, schedules and daily assignments
  • Helped set and manage objectives for quality, productivity and compliance