Service Operations Team Lead

Job Description

Are you ready to lead a dynamic team and make a real impact in a fast-paced, ever-evolving environment? We’re looking for a proactive and motivated Service Operations Team Lead to support our Assistant Manager and empower our frontline heroes delivering exceptional support across our ecosystem.

What You'll Do :

Be the go-to person on the floor, assisting agents with their questions and challenges to keep operations running smoothly.

Help coordinate scheduling, leave approvals, and overtime planning, ensuring the team stays balanced and motivated.

Handle misconduct cases alongside our Employee and Labour Relations experts, maintaining a positive and fair workplace.

Keep our internal processes sharp by updating SOPs and reference materials whenever changes arise.

Lead the way in onboarding new agents, setting them up for success from day one.

Collaborate with relevant teams for seamless offboarding when agents move on.

Run daily huddles that energize and align the team.

Support performance reviews and probation confirmations, helping agents grow and thrive.

Gather agent feedback on technical issues and work with other teams to find effective solutions.

Train both new hires and seasoned agents on SOPs, processes, and best practices.

Monitor case queues and take proactive steps to ensure timely resolution.

Drive operational improvements and assist with key projects to boost overall performance.

Participate in weekly and monthly calls with local stakeholders to review progress and share insights.

Build strong cross-department relationships to resolve issues quickly and efficiently.

Track KPIs and analyze trends, providing senior management with actionable insights and recommendations.

Prepare clear, impactful reports and dashboards for leadership.

Support senior management in rolling out exciting new initiatives.

Qualifications

At least a High School Diploma or equivalent (Diploma preferred).

2-3 years of experience in a contact center environment, with a minimum of 1 year as a senior agent or team supervisor.

Fluent English skills (speaking, reading, writing) and proficiency in the local market language.

Intermediate knowledge of Google Suite or Microsoft Office tools.

Familiarity with CRM platforms.

Strong analytical mindset with the ability to interpret data and spot trends.

Excellent coordination skills to keep the team aligned and motivated.

Fast learner, adaptable to change and new processes.

Outstanding communication and interpersonal skills.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.