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Customer Service Operations Team Lead

Aceolution
📍 AntananarivoCDI🗓️ about 1 month ago

Job Description

Antananarivo
CDI

Your safety comes first — read before you go. Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.

The Team Lead is pivotal in ensuring workflows operate smoothly while maintaining full compliance. This role encompasses operational leadership, performance mentoring, and process refinement to guarantee the team consistently delivers exceptional, efficient, and seamless support. The TL drives team productivity against critical metrics, upholds local regulatory standards, and leverages operational data to implement strategic enhancements. Key Responsibilities Team Leadership & Performance Management

  • Performance Coaching: Facilitate regular one-on-one sessions and evaluations, offering constructive feedback and guidance to enhance agent service quality and operational efficiency.
  • Workflow Management: Oversee daily task distribution, team capacity, and scheduling to optimize coverage and responsiveness during high-demand periods.
  • Conflict Resolution: Serve as the primary escalation point for complex or sensitive issues, resolving them professionally to uphold organizational standards. Operational Oversight & Process Optimization
  • Funnel Efficiency: Track and analyze KPIs, identifying and eliminating inefficiencies to streamline workflows.
  • SLA Adherence: Ensure the team consistently meets same-day resolution commitments, maintaining high standards of responsiveness and transparency.
  • Knowledge Management: Sustain and enhance the team’s knowledge base, ensuring agents deliver precise and proactive assistance. Compliance, Verification, & Quality Assurance
  • Quality Auditing: Conduct systematic quality assurance reviews.
  • Regulatory Compliance: Enforce strict adherence to Bolt’s protocols and local regulations.
  • Conversion Strategy: Collaborate with partners to refine processes and support their objectives effectively. Reporting & Strategic Input
  • Reporting: Compile and present weekly performance reports highlighting team metrics (volume, quality ratings, conversion rates) and operational obstacles.
  • Process Improvement: Diagnose systemic inefficiencies or compliance risks and propose structured solutions for workflow or tool enhancements to leadership. Core Competencies
  • Leadership & Mentorship: Demonstrated expertise in guiding, inspiring, and developing high-performing teams in dynamic environments.
  • Operational Acumen: Proficient in analyzing operational data, detecting bottlenecks, and implementing improvements to boost efficiency and service quality.

Formation / Diplômes

  • Strategic Communication: Skilled in conveying intricate information clearly and professionally to both the team and senior leadership.
  • Conflict Resolution: Exceptional emotional intelligence and composure under pressure, with a track record of resolving escalated issues diplomatically.
  • Accountability: Takes full ownership of team results, responds Secteur : Management and Customer Service

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Expert Application Advice

The Team Lead is pivotal in ensuring workflows operate smoothly while maintaining full compliance. This role encompasses operational leadership, performance mentoring, and process refinement to guarantee the team consistently delivers exceptional, efficient, and seamless support. The TL drives team productivity against critical metrics, upholds local regulatory standards, and leverages operational data to implement strategic enhancements. Key Responsibilities Team Leadership & Performance Management

  • Performance Coaching: Facilitate regular one-on-one sessions and evaluations, offering constructive feedback and guidance to enhance agent service quality and operational efficiency.
  • Workflow Management: Oversee daily task distribution, team capacity, and scheduling to optimize coverage and responsiveness during high-demand periods.
  • Conflict Resolution: Serve as the primary escalation point for complex or sensitive issues, resolving them professionally to uphold organizational standards. Operational Oversight & Process Optimization
  • Funnel Efficiency: Track and analyze KPIs, identifying and eliminating inefficiencies to streamline workflows.
  • SLA Adherence: Ensure the team consistently meets same-day resolution commitments, maintaining high standards of responsiveness and transparency.
  • Knowledge Management: Sustain and enhance the team’s knowledge base, ensuring agents deliver precise and proactive assistance. Compliance, Verification, & Quality Assurance
  • Quality Auditing: Conduct systematic quality assurance reviews.
  • Regulatory Compliance: Enforce strict adherence to Bolt’s protocols and local regulations.
  • Conversion Strategy: Collaborate with partners to refine processes and support their objectives effectively. Reporting & Strategic Input
  • Reporting: Compile and present weekly performance reports highlighting team metrics (volume, quality ratings, conversion rates) and operational obstacles.
  • Process Improvement: Diagnose systemic inefficiencies or compliance risks and propose structured solutions for workflow or tool enhancements to leadership. Core Competencies
  • Leadership & Mentorship: Demonstrated expertise in guiding, inspiring, and developing high-performing teams in dynamic environments.
  • Operational Acumen: Proficient in analyzing operational data, detecting bottlenecks, and implementing improvements to boost efficiency and service quality.

Formation / Diplômes

  • Strategic Communication: Skilled in conveying intricate information clearly and professionally to both the team and senior leadership.
  • Conflict Resolution: Exceptional emotional intelligence and composure under pressure, with a track record of resolving escalated issues diplomatically.
  • Accountability: Takes full ownership of team results, responds Secteur : Management and Customer Service
Career advice powered by Taf4All

Your safety comes first — read before you go

Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.

  • •Never pay any amount of money — for a file, a training, a uniform, or an interview. A real employer never asks the candidate to pay.
  • •Never send a photo of your ID card, passport, or banking details before you have physically verified the employer exists.
  • •Always meet in a public place, during the day — never an isolated address, a private home, or a location you cannot verify in advance.
  • •Tell a relative or friend exactly where you are going, with whom, and at what time — and share your live location if possible.
  • •Search the company name online before going: a real business has a trace (website, reviews, other employees, an official address).
  • •A salary that is far above the market rate for the position and the city is a red flag — be extra cautious.

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