The Operations Lead is responsible for overseeing the overall delivery and performance of voice and chat operations. This role ensures that the teams meet service level agreements (SLAs), achieve performance targets, and deliver high-quality customer experiences. The Operations Lead works closely with supervisors, quality, training, and client stakeholders to drive operational excellence and continuous improvement initiatives.

Key Responsibilities:
• Operational Oversight:
• Lead day-to-day operations of voice and chat teams, ensuring efficient and effective service delivery.
• Monitor KPIs (AHT, CSAT, FCR, Quality, Chat Response Time) and implement action plans for improvement.
• Manage staffing, scheduling, and resource allocation to meet operational demands.
• Team Leadership & Development:
• Manage and support supervisors and team leads, ensuring alignment with business objectives.
• Provide guidance, coaching, and mentorship to supervisory staff and frontline teams.
• Foster an engaging and high-performance culture.
• Client & Stakeholder Management:
• Serve as the primary point of contact for client escalations and operational updates.
• Prepare and present performance reports to clients and senior leadership.
• Align operational delivery with client expectations and contract requirements.
• Process & Performance Improvement:
• Identify trends and develop improvement initiatives to enhance customer experience.
• Collaborate with Quality and Training teams to close performance gaps.
• Lead process transitions, technology upgrades, and workflow enhancements.
• Risk & Compliance Management:
• Ensure adherence to company policies, data security protocols, and compliance requirements.
• Mitigate operational risks and implement contingency plans as needed.

Qualifications:
• Bachelor’s degree in business, operations, or a related field (preferred).
• 4+ years of contact center experience, including at least 2 years in a leadership role (voice & chat experience preferred).
• Proven track record of managing large teams and delivering operational KPIs.
• Excellent leadership, coaching, and conflict-resolution skills.
• Strong analytical, reporting, and process improvement abilities.
• Proficiency in contact center tools (CRM, ACD, WFM, analytics platforms).

Key Metrics for Success:
• Achievement of SLA and KPI targets.
• High client satisfaction and retention.
• Employee engagement and retention rates.
• Reduction in escalations and operational inefficiencies.

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