Global Customer Operations Team Lead

Role Overview

• Provide guidance, coaching, and mentoring to team members to ensure that they are successful and meet individual, team, and department goals and individual KPI’s
• Maintain an inspiring team environment with an open communication culture that encourages collaboration and teamwork
• Drive department strategies to ensure that goals and SLAs are consistently met.
• Support and facilitate new employee training and ongoing training of employees to ensure that they have the necessary skills and knowledge.
• Manage the team to establish performance standards and key performance indicators, ensuring that all customer inquiries and issues are resolved within SLA.
• Serve as a subject matter expert, providing guidance and support to team members.
• Monitor live queues and performance, and proactively adjusting team allocation and workflows to meet real-time operational demands.
• Allocate and prioritize work within the team to ensure team productivity and operational efficiency is met.
• Monitor team pipelines and performance reports to ensure activity and targets are met.
• Manage team scheduling, including leave planning and daily shift allocation.
• Conduct ongoing team meetings and one-on-ones to ensure alignment.

Requirements

• Matric Certificate or High School Diploma or Associate's Degree
• 2+ years of Work From Home experience
• 3–5 years of experience in:
• Leading a team
• Customer Communications
• Working in Contact Centre environments
• Customer Success
• Account Management
• Relationship Development
• Strong communication skills (written and verbal) with the ability to guide and influence internal teams and customers
• Ability to manage multiple priorities and customer needs simultaneously
• Problem-solving mindset with a focus on ownership and outcomes
• Comfortable operating in a fast-paced, process-driven, and evolving environment

Benefits

• Work with a global team across North America and international regions
• Be part of a company where culture is a top reason people stay and grow their careers
• Generous paid time off
• Remote work flexibility
• Internet allowance