Order Management - Operational Lead

Job Summary

The Order Management Operations Lead will be responsible for overseeing the day-to-day operations, build a strong team and shaping team members' behaviors to accomplish desired results and will play a collaborative role in growing and implementing standards and processes. The role will involve managing a team of back-office staff doing outbound calls (80% backfoffice 20% Calls), ensuring operational efficiency, and maintaining high-quality standards in all back-office processes. Additionally, Operations Leads will streamline workflows, resolve issues, and drive continuous improvement initiatives. Job Responsibilities:

.    Assists with staff development and training. .    Assists with the development and implementations of processes/systems to monitor and record of employees .    Provides coaching and feedback and prepares necessary reports. .    Coach team members to review performance, provide instructions and directions, and set goals, while providing constant feedback when necessary .    Conducts meetings to keep the team updated with the current trends in the program and/or the company. .    Completes daily report for review to the Manager. .    Performs other duties and responsibilities that may be assigned from time to time. .    Participates in client-related activities to include client calibration sessions. .    Maintains records to evaluate performance and monitor progress of team member

Skills: . Excellent Management and Supervisory Skills . Excellent verbal and communication skills . Effectively facilitates customer interactions following the Company and Client's service strategy and policies. . Extensive knowledge of customer service procedures and principles. . Organized with attention to detail. . Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor. . Ability to coach and mentor customer service representatives. . Proficient in Microsoft Office Suite or related software and Proficient in Computer and Internet Literacy.

Skills:

Detail-oriented, English, Operations Management