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Call Center Operations Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeLeadership Full time $80,000 - $123,456
Job Title: Team Leader

We are seeking an exceptional Team Leader to join our operations team.

About the Role:

The Team Leader, Operations is responsible for overseeing a group of call center associates on a day-to-day basis. This position ensures performance metrics are met by providing coaching, motivation, and accountability.

Key Responsibilities:
  • Supervise a team of call center associates to achieve performance metrics through regular coaching and motivation.
  • Identify performance-related issues, develop action plans, and implement corrective actions as needed.
  • Communicate expectations to employees and provide timely updates on performance and goals.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Facilitate team meetings to promote communication and feedback.
Candidate Profile:
  • Bachelor's degree in a related field with two to four years of relevant experience preferred.
  • A highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Strong communication skills, both written and verbal.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
Qualifications:
  • Assigns tasks to subordinates and supervises their progress to set priorities and complete assignments.
  • Coodinates and supervises daily activities of business or technical support team members.
  • Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback.