Operations Team Lead

eClerx is seeking an experienced Operations Team Lead to lead and develop high-performing teams within an Inbound Voice Program. The ideal candidate will have a strong background in US Telecom and Cable accounts, with proven experience driving customer satisfaction, sales performance, and operational excellence. This role requires a leader who can effectively balance customer experience metrics, upselling objectives, and team performance management.

Key Responsibilities:

Team Leadership & People Management

• Lead, coach, and develop a team of customer service and sales representatives
• Conduct regular performance reviews, coaching sessions, and development discussions
• Drive employee engagement, attendance, productivity, and overall team performance
• Create action plans to address performance gaps and improve team effectiveness
• Manage escalations ...