Team Leader (Operations)

Job Description

Fiseye Business Solutions is hiring a Team Leader (Operations) to lead and motivate customer support teams while ensuring operational excellence. The role involves managing team performance, achieving service delivery targets, and implementing continuous improvement initiatives. The ideal candidate should possess strong leadership, coaching, and analytical skills to drive employee engagement and customer satisfaction. This position plays a vital role in maintaining productivity and delivering outstanding service quality.

Key Responsibilities
Lead and supervise a team of customer support associates.
Monitor daily operational performance and productivity metrics.
Conduct regular coaching sessions and performance reviews.
Ensure adherence to company policies, processes, and SLAs.
Analyze operational reports and identify improvement opportunities.
Handle customer escalations and provide timely resolutions.
Coordinate with Quality, Training, and Workforce Management teams.
Drive employee engagement, motivation, and continuous process improvement.