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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
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