CSR OPERATIONAL LEAD/TEAM LEAD

Position Description.
Job Summary The Order Management Operations Lead will be responsible for overseeing the day-to-day operations, build a strong team and shaping team members’ behaviors to accomplish desired results and will play a collaborative role in growing and implementing standards and processes.
The role will involve managing a team of back-office staff doing outbound calls (80% backfoffice 20% Calls), ensuring operational efficiency, and maintaining high-quality standards in all back-office processes.
Additionally, Operations Leads will streamline workflows, resolve issues, and drive continuous improvement initiatives.
Job Responsibilities.
• Assists with staff development and training.
• Assists with the development and implementations of processes/systems to monitor and record of employees • Provides coaching and feedback and prepares necessary reports.
• Coach team members to review performance, provide instructions and directions, and set goals, while providing constant feedback when necessary • Conducts meetings to keep the team updated with the current trends in the program and/or the company.
• Completes daily report for review to the Manager.
• Performs other duties and responsibilities that may be assigned from time to time.
• Participates in client-related activities to include client calibration sessions.
• Maintains records to evaluate performance and monitor progress of team member Skills.
• Excellent Management and Supervisory Skills • Excellent verbal and communication skills • Effectively facilitates customer interactions following the Company and Client’s service strategy and policies.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software and Proficient in Computer and Internet Literacy.
Skills.
Detail-oriented English Operations Management What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
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We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.