About the Job
The Backend Operations Team Lead is a crucial position within the organization, driving the backend systems while enabling efficient workflows for team members. This role involves ensuring quality assurance standards are met, managing daily operations, driving team performance and ensuring optimal results, and contributing to the objectives of the organization.Key Responsibilities:
1. Lead, manage, and motivate a team of support agents.
2. Monitor daily team performance and ensure SLAs are met.
3. Utilize tools to manage customer interactions and follow-ups.
4. Oversee operations and ensure team adherence.
5. Conduct regular QA audits to maintain service quality.
6. Provide regular training, feedback, and support to team members, promoting their professional growth.
7. Collaborate with QA and operations to implement process improvement initiatives for enhanced efficiency.
8. Prepare and present performance reports, project updates and technical documentation to management.
9. Maintain clear communication channels within the team and external stakeholders.
10. Support customer requests and technical troubleshooting for backend aspects
Number of Openings
1 openingsSkills
Leadership, Team Management, Attention to Detail, Operations, Client Relationship Management (CRM), Report Writing, Coordination, Data entry, Advanced Excel, Backend development, English Proficiency (Written), Interpersonal skills, Quality Assurance/Quality Control (QA/QC), Effective Communication, Document Management, Written Communication
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