Lead Associate - Operations

• Responsible for a small team of customer service agents.
• Support Associate Manager/Deputy Manager in organizing daily operations.
• Monitor and enhance the performance of the team in the areas of productivity, process/business adherence, customer satisfaction, schedule adherence, quality, employee satisfaction & development.
• Communicate performance-related indicators to the team and back to the Management.
• Know & understand operational KPIs/SLAs.
• Responsible for aligning all business KPIs & related communication to the team.
• Evaluate daily key performance indicators and identify areas of improvement.
• Manage staff schedules to ensure task handling effectiveness in order to further achieve client and company business goals• Responsible for delivering feedback & one to one’s sessions.
• Back up for Operations Manager.

Requirements

• C1 Level English skills (verbal/written).
• Practical experience in managing a team.
• Sufficient understanding of People Management, Tools, Processes, and Methodologies
• Excellent customer service & analytical skills.
• Ability to crunch/decipher numbers & statistics & translate them to professionally meaningful presentations for an audience comprising both agent workforce as well as senior/leadership management.
• Excellent problem-solving skills with attention to details.
• Strong interpersonal and team working skills – excellent team player.
• Ability to multi-task and keep up with a fast-paced environment.
• Proficiency in MS Office packages, mainly Excel, PowerPoint & Word.
• Experience of minimum 2 year of contact center experience is a required, with some experience in General Insurance / Banking experience is preferred