Operations Team Leader

About FGC+

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, weve built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About The Job

As a Team Leader at our contact center, you will play a pivotal role in ensuring the smooth operations of our teams. You will be responsible for supervising a group of Pros, reviewing key performance indicators (KPIs), providing coaching and development opportunities, and implementing performance improvement plans as necessary. Your leadership will be essential in maintaining high-quality service standards and fostering a positive and productive work environment.

What Youll Do

• Supervision and Support: Provide day-to-day supervision and support to a team of Pros.
• KPI Monitoring: Regularly review and analyze team and individual KPIs for the specific campaigns assigned to.
• Coaching and Development: Conduct regular coaching sessions with Pros to provide feedback, address performance issues, and identify opportunities for improvement.
• Training: Assist in the training and onboarding of new Pros, ensuring they have the necessary skills and knowledge to perform their roles effectively.
• Performance Improvement Plans (PIPs): Develop and implement performance improvement plans for underperforming Pros, providing clear goals and support to help them succeed.
• Quality Assurance: Monitor customer interactions to ensure adherence to company policies, procedures, and quality standards.
• Escalation Management: Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.
• Reporting: Prepare and present regular reports on team performance, trends, and areas for improvement to management.
• Team Engagement: Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
• Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve overall service delivery.
  
  

• Bachelors degree or equivalent work experience.
• Previous experience in a contact center environment, with at least 2 years in a leadership or supervisory role is a plus.
• Strong understanding of contact center operations and key performance metrics.
• Excellent communication and interpersonal skills, with the ability to effectively coach, motivate, and inspire team members.
• Proven track record of driving performance improvement and achieving KPI targets.
• Ability to multitask, prioritize workload, and adapt to changing priorities in a fast-paced environment.
• Proficiency in using contact center software and tools for monitoring, reporting, and analysis.
• Strong problem-solving skills and attention to detail.
• Commitment to providing exceptional customer service and maintaining high-quality standards.
• Flexibility to work shifts, including evenings, weekends, and holidays as needed.
  
  

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• Day 1 HMO
• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development