Team Lead

The Operations Manager is responsible for overseeing day-to-day operations, driving team performance, ensuring SLA and quality compliance, and maintaining strong client relationships. The role requires hands-on experience using Salesforce and NetSuite to manage workflows, reporting, case/order processing, and operational performance.

Qualifications

• Bachelor's degree in business administration, Operations Management, or a related field.
• At least 2 years of hands-on Salesforce and/or Zendesk experience.
• Minimum 1–3 years of operations/BPO experience, including people-management responsibilities.
• Experience managing customer service, order management, sales operations, or back-office processes.
• Strong understanding of SLAs, KPIs, productivity, quality, and workforce management.
• Strong analytical, reporting, and problem-solving skills.
• Excellent client communication and stakeholder-management skills.
• Proficient in Microsoft Excel and operational reporting tools.

Key Responsibilities

• Manage daily operations and ensure achievement of SLA, productivity, quality, and customer experience targets.
• Lead, coach, and develop Team Leaders and frontline employees.
• Use Salesforce or Zendesk to monitor cases, customer requests, workflows, escalations, and operational performance.
• Monitor queues, workload, staffing, and capacity to ensure adequate coverage.
• Analyze performance trends and implement corrective and preventive action plans.
• Conduct regular performance reviews, coaching sessions, and governance meetings.
• Partner with Training, Quality, Workforce Management, HR, Recruitment, and IT to address operational requirements.
• Prepare and present daily, weekly, and monthly business reviews.
• Identify and implement process-improvement and automation opportunities.
• Maintain strong controls around process compliance, documentation, and data accuracy.
• Support hiring, onboarding, training, and readiness of new team members.
• Maintain effective communication with clients and internal stakeholders regarding performance, risks, and action plans.