Operations Lead

Overview

Position Description The operation lead's role is pivotal in building a solid team and shaping members' behaviors to accomplish desired results. This key responsibility underscores the supervisor's value and integral role in the team's success. They will also play a collaborative role in growing and implementing standards and processes and investigating and solving product and service complaints as part of overall service delivery.

Your future duties and responsibilities

Responsibilities

• Responsible and accountable for supervision and oversight of the retail agents.
• Act as the primary point of contact for CGI's first level of escalations support.
• Oversee the day-to-day operation in the call center to ensure service excellence.
• Lead and enforce organization-wide customer service initiatives and standards.
• Review and coach the team on calls and customer interactions to achieve high service le...