Operational Team Lead

Key Responsibilities

• Team Management: Lead, coach, and develop a team to enhance both individual and collective performance. This includes delivering training and conducting performance reviews.
• Operational Oversight: Supervise daily operations, ensure workflow efficiency, and uphold high standards of productivity and quality.
• Performance Monitoring: Track and report on team performance relative to key performance indicators (KPIs) and service level agreements (SLA’s).
• Process Improvement: Identify and implement opportunities for process optimization, driving initiatives for continuous improvement.
• Problem-Solving: Resolve operational challenges, handle escalations, and investigate employee or customer concerns promptly and effectively.
• Collaboration: Work collaboratively with other departments, internal stakeholders, and external partners to ensure operational goals are aligned with organizational objectives.
• Compliance and Safety: Maintain adherence to relevant regulations and company policies while fostering a safe and healthy work environment.

Required Skills and Qualifications

• Demonstrated leadership and people management abilities
• Excellent communication and interpersonal skills
• Strong organizational and time-management capabilities
• Analytical thinking and effective problem-solving skills
• Proficiency in operational processes, procedures, and relevant software
• Prior experience in a similar role, with in-depth knowledge of the BPO industry (required)

Job Type: Full-time

Pay: E£21,000.00 - E£25,000.00 per month