Team Leader, Operations (Russian and English)
Core
Supervise a group of call center associates to ensure performance metrics and customer service KPIs are achieved.
Role type
Operations Team Leader (Call Center)
Builds
Customer service operations for clients
Domain
Business Process Outsourcing (BPO) / Customer Support
Deliverable
client delivery
Required skills
Team supervision, performance coaching, corrective action planning, KPI tracking, escalated call handling, team meeting facilitation, process adherence
Preferred skills
Travel agency or travel support experience, Team Leader/Supervisor experience
Technologies
None stated
Responsibilities
Monitor work and attendance, coach direct reports on performance, implement corrective actions for underperformers, ensure contractual KPIs are met, handle escalated customer calls, conduct team meetings
Seniority
Individual Contributor, Team Lead
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