Operations Team Leader Resume Examples

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

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

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 

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

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

operations team leader

  • Knowledge of Supply Chain and Distribution Centres to supervise the performance of a 270 team across 3 shifts to meet production KPI targets and ensure operation can deliver in full on time error free to customers.
  • Providing daily results for budgets vs forecasts vs actual. Weekly forecasting and reforecasting volumes for cost.
  • Lead, motivate and engage team members by applying effective people management processes and practices, ensure team members have a greater understanding of Code Of Conduct, Enterprise Agreement, work instructions, site policies and procedures.
  • Experience in effective performance management, conducting staff probation reviews of competency against job standards and criteria.
  • Encourage team building and promote a positive and efficient team environment.
  • Complete administrative tasks in an accurate and timely manner
  • Ensure housekeeping and safe work practices are adhered to

operations team leader

  • Provide consistent and ongoing mentoring, coaching and training that focus on improving morale, performance and employee retention
  • Develop a positive team relationship by being supportive, visible and easily accessible
  • Manage, hire, motivate, coach, develop and retain Customer Solutions Representative (CSR’s)
  • Monitor agent calls and performance then provide feedback
  • Provide coverage in agent scheduling gaps
  • Take calls and help the queue as needed
  • Ensure data and call quality

operations team leader / trainer

  • Work closely with the team, motivate and coach
  • Host 1-2-1’s , daily scrum and team meeting
  • Keep the team up to date with business development and new clusters
  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members
  • 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

operations team leader

  • Assist in prioritising workflow
  • Provide support and coaching of associates
  • Develop, coordinate, lead and execute daily production plans
  • Train associates to perform tasks efficiently
  • Assist management on weekly and monthly progress reporting

operations team leader

  • Prov
  • Responsible for providing quality and efficient customer service to customers through the daily management of a team of 21 employees to include  motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. 
  • Supervise  customer service employees to ensure adherence to quality standards and proper procedures.
  • Focus on the continuous improvement of systems and processes
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