Team Leader - Operations @ Blue Shield Business

Job Description

: Job Title: Team Leader - Operations Job Overview: We are seeking an experienced and dedicated professional to join our team as a Team Leader for Call Center and Back Office Operations. The ideal candidate will have a strong background in managing both call center and back-office processes, ensuring operational efficiency, and leading a team to deliver high-quality service. If you possess excellent organizational and leadership skills, and have a proven track record in both domains, we encourage you to apply. Responsibilities: Team Leadership: Lead, mentor, and motivate a team of customer support representatives and back-office personnel. Conduct regular team meetings, provide. coaching, and foster a positive and collaborative team culture. Ensure team members are well-trained and equipped to meet performance targets. Operational Excellence: Oversee both call center and back-office operations to ensure seamless coordination between the two functions. Monitor key performance indicators (KPIs) for both areas and implement strategies for continuous improvement. Identify and implement process enhancements to optimize efficiency and service quality. Quality Assurance: Establish and maintain quality standards for both call center and back-office processes. Conduct regular quality assessments, provide constructive feedback, and coordinate training programs. Ensure adherence to company policies, procedures, and compliance standards. Cross-Functional Collaboration: Collaborate with other departments to streamline cross-functional processes and improve overall efficiency. Act as a liaison between the call center and back-office teams to facilitate effective communication and problem resolution. Reporting and Analysis: Generate and analyze reports on team and process performance. Provide insights into trends, areas of improvement, and implement data-driven strategies. Present regular updates to management on operational achievements and challenges. Qualifications: Bachelor's degree in Business, Management, or a related field. Proven experience in both call center and back-office operations, with at least [X years] in a leadership role. Strong leadership, coaching, and mentoring skills. Excellent organizational and communication skills. Analytical mindset with the ability to make data-driven decisions. Familiarity with call center software, customer relationship management (CRM) systems, and back-office tools. Key Skills : Team Leader Operations Team Leader Company Profile We specialize in providing a gamut of IT and ITES (Information Technology Enabled Services) services to our parent company and its subsidiaries. We are well-equipped with technology and business expertise to provide smarter and innovative solutions to our customers. Not only do we work with a difference; we work to make a difference

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Sales Support / MIS
Functional Area: Not Applicable
Role/Responsibilies: Team Leader - Operations

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Keyskills:   Team Leader Operations Team Leader