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Chat Operations Director
hace 1 semana
Job Overview
We are seeking an experienced and highly motivated Senior Team Lead to manage and optimize the Chat Line of Business for one of our global sporting goods accounts. As a strategic leader, the Senior Team Lead will oversee a team of Team Leads, drive performance improvements, and implement process enhancements to achieve excellence in service delivery.
Key Responsibilities
- Team Leadership: Lead, mentor, and inspire a team of Team Leads. Ensure the successful management of agents and teams, driving them to exceed performance expectations and achieve operational KPIs such as SLAs, CSAT, and more.
- Performance Management: Actively monitor team performance, identifying areas of improvement, and implement strategies to drive agent success. Use analytics to assess trends, establish action plans, and exceed key performance indicators, including service level agreements (SLAs) and customer satisfaction (CSAT).
- Process Improvement: Constantly evaluate operational workflows, identifying inefficiencies or gaps, and initiate process improvements to optimize performance. Implement automation, technology, and best practices to streamline operations, improve quality, and ensure customer satisfaction.
- Stakeholder Collaboration: Collaborate effectively with clients, internal teams, and senior leadership to align business objectives. Provide insights, feedback, and drive strategies to meet client expectations and business goals.
- Training & Development: Develop and implement coaching and training strategies for direct reports to enhance leadership capabilities. Encourage career development opportunities, ensuring the growth of your team and alignment with company objectives.
- Quality & Compliance: Ensure all operations are in compliance with industry regulations and internal company standards. Uphold the highest levels of service quality, ensuring that every interaction maintains customer satisfaction and meets company requirements.
Qualifications & Requirements
- Experience: Minimum 3 years of experience as a Team Lead in a BPO environment, with a demonstrated history of driving team performance and operational excellence.
- Operational Expertise: Proven experience in identifying operational inefficiencies and implementing process improvements that deliver tangible results in a BPO setting.
- Analytical Skills: Strong ability to analyze performance data, interpret trends, and make data-driven decisions to optimize team output.
- Leadership: Excellent leadership skills with the ability to coach, motivate, and inspire your team to meet and exceed goals.
- Communication: Exceptional communication and interpersonal skills to effectively collaborate with clients, internal teams, and leadership.
- Chat Support Experience: Previous experience managing chat support teams or operations is a plus, but not required.
