Operations Lead at kea | Torre

Operations Lead

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Full-time

Legal agreement: Employment

Compensation
USD40k - 60k/year
Non-negotiable
location_on
Hybrid (United States)
Posted about 6 years ago

Responsibilities


• Create a strong customer service culture and build scalable frameworks to launch new and expand existing brands • Partner with Product on the strategy and prioritization of agent-facing product, coordinating and collaborating from inception to launch to results • Define and track day-to-day metrics for both internal teams and international partners • Help resolve ad-hoc issues with clients and establish solid SLA-based relationships with existing and new BPOs • Create and manage the operations processes to ensure quality and consistency on every order that drives the company’s revenue • Own the KPI’s around call conversion, quality control, shift manager, and agent performance • Provide day-to-day leadership and coaching for the team, helping them meet goals and develop a culture of proactive data analysis, learning, and strategy development