Bilingual Operations Team Lead

1 week ago


Canada Tech Mahindra Full time

Role and Responsibilities:

  • Manage and lead a team of call center agents to achieve performance goals and targets.
  • Develop and implement strategies to improve call center operations and efficiency.
  • Monitor and analyze call center metrics to identify areas for improvement and implement solutions.
  • Efficiently coach associates in meeting Key Performance Indicators (KPI’s)/metrics such as (but limited to): AHT, after call work (customer follow-up), Quality, NPS, schedule adherence
  • Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
  • Attend regular QA calibration sessions.
  • Manage team attrition and reduce voluntary attrition
  • Manage team absenteeism to improve overall attendance
  • Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.
  • Provide excellent customer service and determine the needs of the client
  • Ensure the teams they are involved with are aware of the combined end goals.
  • Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
  • Do Root Cause Analysis to create action plans / goals to improve performance
  • Collaborate with various support groups – Recruitment, Training, Quality, HR, Workforce to deliver business results.
  • Participate in the recruiting interviewing process for new hires
  • Collaborate with other departments to ensure seamless communication and coordination.
  • Stay up-to-date on industry trends and best practices to continuously improve call center operations.


Applicant’s Specifications & Qualification:

  • Preferred (not required): Candidate has a Bachelor's/College Degree, any field.
  • At least 6 years of working experience in the related field is preferred for this position.
  • Fluent in French and English
  • Analytical
  • Results-oriented
  • Process-oriented
  • Previous supervisor experience specializing in Customer Service or equivalent.



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