Job Description
Description
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
Essential Functions/Core Responsibilities
· Lead and manage customer service operations across all channels, ensuring SLAs, KPIs, and quality standards are consistently achieved.
· Oversee, coach, and develop Team Leaders and support staff to drive high performance and continuous improvement.
· Handle escalations and complex customer complaints with professionalism, urgency, and ownership.
· Collaborate with internal and external stakeholders to align on service expectations, identify process improvements, and support strategic initiatives.
· Monitor, analyse, and report on operational performance metrics; develop action plans to enhance efficiency, quality, and customer satisfaction.
· Ensure all case ...