An Operations Team Leader manages daily workflows, guides and coaches team members, and ensures service-level agreements (SLAs), productivity targets, and quality standards are met. They bridge the gap between frontline staff and senior management.Key Responsibilities
- Operations Oversight: Monitor daily shift activities, track key performance indicators (KPIs), and eliminate bottlenecks to maintain smooth workflow.
- Team Management: Direct, motivate, and coach associates, conduct regular performance reviews, and manage attendance, lates, and schedules.
- Quality & Compliance: Ensure adherence to standard operating procedures (SOPs), company policies, and regulatory guidelines.
- Problem-Solving & Escalations: Handle operational escalations, resolve customer or agent issues, and coordinate with training or quality assurance teams.
- Reporting: Maintain delivery dashboards, analyze performance data, and report metrics to operations managers.