Operations Team Leader – Customer Service (on site)
Company Description
CsMena is a leading Business Process Outsourcing (BPO) company specializing in delivering multilingual customer experience, customer service, content moderation, and business support solutions to global clients.
Through operational excellence, technology enablement, and a highly skilled workforce, CsMena helps organizations improve customer engagement, optimize operations, and achieve sustainable business growth.
We are looking for a driven, results-oriented Operations Team Leader to oversee daily floor operations, guide team performance, and ensure our service delivery meets high standards of quality and efficiency.
About the Role
In this role, you will bridge the gap between frontline staff and management—coaching team members, monitoring key performance metrics, and resolving operational bottlenecks to support organizational goals.
Key Responsibilities
Daily Operations & Workflow Management
Shift Leadership & Execution: Direct day-to-day frontline activities, coordinate shift huddles, and ensure seamless coverage, scheduling, and task allocation across the team.
SLA & Target Management: Monitor real-time operational queues and workloads to consistently meet or exceed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics.
Resource & Capacity Allocation: Adjust staffing, task distribution, and priority queues dynamically based on real-time operational volumes and business demands.
Standard Operating Procedures (SOPs): Ensure all team members adhere strictly to standardized operational processes, governance standards, and company guidelines.
Team Performance, Coaching & Mentorship
1-on-1 Coaching & Mentorship: Conduct weekly or bi-weekly 1-on-1 performance sessions to provide constructive feedback, review metrics, and co-create action plans for personal growth.
Onboarding & Skills Training: Support the onboarding and nesting process for new hires, ensuring rapid time-to-productivity and continuous skill elevation for existing team members.
Performance Evaluations: Lead regular performance reviews, identify bottom-tier performers for structured targeted coaching/PIP (Performance Improvement Plans), and recognize high performers.
Team Morale & Retention: Foster an inclusive, engaging, and high-performing team culture to reduce turnover and drive employee satisfaction.
Quality Assurance & Escalation Handling
Quality Audits & Compliance: Conduct regular quality monitoring (audits, transaction checks, or process reviews) to ensure work meets defined quality benchmarks and compliance standards.
Root Cause Analysis (RCA): Analyze recurring operational errors, customer complaints, or service failures, conducting root cause analysis to implement corrective and preventive measures.
Complex Incident Escalations: Act as the primary escalation point for complex or high-priority operational challenges, interfacing directly with stakeholders or senior leadership to ensure timely resolution.
Process Optimization & Continuous Improvement
Bottleneck Identification: Continuously audit workflows and systems to identify operational friction, redundancies, and inefficiencies.
Continuous Improvement Initiatives: Partner with cross-functional teams (e.g., Training, Quality Assurance, IT, Workforce Management) to design and execute process improvements, automation, and lean initiatives.
Change Management: Lead the implementation of new tools, systems, software updates, or process rollouts within the team, minimizing disruption to daily outputs.
Data Analysis, Reporting & Stakeholder Communication
Operational Reporting: Compile daily, weekly, and monthly performance reports detailing output, quality, utilization, and service levels for senior management.
Data-Driven Insights: Analyse operational trends and metrics to proactively highlight emerging risks, capacity constraints, or resource requirements.
Cross-Functional Collaboration: Serve as the liaison between frontline staff and higher management, ensuring key operational updates, policy changes, and strategic goals are effectively communicated down and up the chain.
Required Qualifications
Bachelor’s degree in business administration, engineering, communications, or related field.
Minimum 2–3 years of experience in a BPO environment, with at least 1–2 years in a Team Leader role
Proven understanding of core contact center metrics (CSAT, AHT, FCR, QA, Abandonment Rate).
Excellent verbal and written communication skills with strong team facilitation and conflict resolution abilities.
Proficiency in Workforce Management (WFM) tools (NICE, Verint, Aspect).
Proficiency in CRM software (e.g., Salesforce, Zendesk), MS Office (Excel, PowerPoint), and workforce management/telephony tools.
Willingness to work in shifts, including night shifts, weekends, and holidays as operational demands require.
What We Offer
Competitive salary package.
Opportunity to shape the marketing function of a growing BPO organization.
Exposure to global clients and international markets.
Professional development opportunities.
Dynamic and innovation-driven work environment.
