Operations Team Lead

The Operations Team Lead is responsible for overseeing the daily operations of the call-out team, ensuring agents effectively engage with leads, meet performance targets, and provide excellent service. This role involves monitoring KPIs, coaching agents, and implementing strategies to improve call efficiency and conversion rates.Duties and Responsibilities:Operational OversightSupervise the call-out team, ensuring adherence to call scripts, quality standards, and performance metrics.Performance Monitoring and CoachingConduct regular coaching sessions to improve call-handling skills and benefit-selling techniques.Reporting and Strategy ImplementationGenerate and analyze call performance reports to identify trends and areas for improvement.Collaboration and Process ImprovementIdentify gaps in the call-out process and suggest improvements for efficiency and effectiveness.Minimum Qualifications:At least 2 years of experience in a supervisory role within call operations, telemarketing, or customer engagement.Strong leadership and coaching skills with the ability to motivate a team.Excellent communication and problem-solving abilities.