Team Lead - Services

Job Description

Role Overview:You will be leading a team in the Call Centre Operations department at Vyttila location. Your primary responsibilities will include overseeing service operations to ensure high-quality delivery, meeting operational metrics/KPIs, driving process improvements, and supporting team development.Key Responsibilities:- Lead, motivate, and mentor a team of service personnel to meet and exceed service delivery goals.- Monitor individual and team performance.- Handle escalations to ensure prompt resolution of client/customer complaints/issues.- Oversee day-to-day operations including task assignment, shifts/scheduling, and resource planning.- Identify gaps in knowledge and training needs, and plan & deliver training/coaching for continuous improvement.- Develop and refine service processes, workflows, checklists, and standard operating procedures.- Generate and analyze reports on team performance, service metrics, identify trends, and propose improvements.- Coordinate with other departments (e.g. Quality, HR, Sales) to ensure smooth service delivery and alignment with client expectations.- Maintain documentation such as service logs, knowledge base entries, and process documents.- Support change initiatives and technology/system upgrades related to service operations.Qualifications:- Bachelors degree (or equivalent) in a relevant field.- Minimum 2 years of total experience in service operations / customer service / support roles.- Excellent communication and interpersonal skills.- Ability to handle stressful situations and provide calm, reassuring assistance.- Strong problem-solving skills and attention to detail.- Proficiency in using computer systems and CRM software.Note: The working conditions include an office-based call centre environment, the ability to work flexible hours and shifts (including occasional night shifts), and potential stress situations requiring quick and efficient problem-solving.[Additional Details of the Company:Why Join Us:- Competitive salary and benefits package.- Opportunities for career growth and development.- A supportive and dynamic work environment.- The chance to make a difference by helping customers in need.] Role Overview:You will be leading a team in the Call Centre Operations department at Vyttila location. Your primary responsibilities will include overseeing service operations to ensure high-quality delivery, meeting operational metrics/KPIs, driving process improvements, and supporting team development.Key Responsibilities:- Lead, motivate, and mentor a team of service personnel to meet and exceed service delivery goals.- Monitor individual and team performance.- Handle escalations to ensure prompt resolution of client/customer complaints/issues.- Oversee day-to-day operations including task assignment, shifts/scheduling, and resource planning.- Identify gaps in knowledge and training needs, and plan & deliver training/coaching for continuous improvement.- Develop and refine service processes, workflows, checklists, and standard operating procedures.- Generate and analyze reports on team performance, service metrics, identify trends, and propose improvements.- Coordinate with other departments (e.g. Quality, HR, Sales) to ensure smooth service delivery and alignment with client expectations.- Maintain documentation such as service logs, knowledge base entries, and process documents.- Support change initiatives and technology/system upgrades related to service operations.Qualifications:- Bachelors degree (or equivalent) in a relevant field.- Minimum 2 years of total experience in service operations / customer service / support roles.- Excellent communication and interpersonal skills.- Ability to handle stressful situations and provide calm, reassuring assistance.- Strong problem-solving skills and attention to detail.- Proficiency in using computer systems and CRM software.Note: The working conditions include an office-based call centre environment, the ability to work flexible hours and shifts (including occasional night shifts), and potential stress situations requiring quick and efficient problem-solving.[Additional Details of the Company:Why Join Us:- Competitive salary and benefits package.- Opportunities for career growth and development.- A supportive and dynamic work environment.- The chance to make a difference by helping customers in need.]

Keyskills :
Service OperationsCustomer ServiceTeam LeadershipPerformance MonitoringProcess ImprovementData AnalysisChange ManagementEscalation HandlingTrainingCoachingDocumentation Management