Customer Operations Lead

Knowledge, Skills, and Attributes

• Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual.
  
• 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role.
  
• Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable.
  
• Strong track record of managing customer-facing teams in fast-paced, high-volume environments.
  
• Demonstrated ability to monitor and improve performance using KPIs, performance dashboards, and customer satisfaction metrics.
  
• Familiarity with customer service tools, contact center platforms, CRMs, and performance tracking dashboards.
  
• Detail-oriented, self-motivated, and proactive, with a strong sense of ownership and initiative.
  
• Ability to work autonomously and take initiative; demonstrate self-motivation and energy, work well under pressure, and meet tight deadlines.
  
• Willingness to work as a team member with people across geographies and cultures.
  

• Lead and manage a team of Customer Operations Associates, ensuring clear expectations, balanced task distribution, and accountability for outcomes.
  
• Instil a strong culture of punctuality, ensuring that work schedules, login times, and task completions are consistently adhered to across the team.
  
• Monitor daily performance and take real-time corrective action to maintain momentum and productivity.
  
• Ensure equal and fair workload allocation among associates to drive consistency and avoid burnout or performance disparities.
  
• Develop, communicate, and implement effective performance management methods to continuously assess and enhance individual and team outputs.
  
• Conduct one-on-one performance reviews, coaching sessions, and structured development plans to address performance gaps and reward excellence.
  
• Recruit, onboard, and train new Customer Operations Associates to ensure strong alignment with company values and performance standards.
  
• Prepare and present accurate and timely weekly and monthly performance reports.
  
• Resolve customer and team escalations promptly and professionally.
  
• Conduct monthly CSAT surveys and lead initiatives to improve the overall customer experience.
  
• Work closely with the Quality & Training Supervisor to identify skills gaps, design training content, and drive quality assurance improvements.
  
• Supervise multiple contact channels (e.g., phone, WhatsApp, email, etc) and ensure effective and timely communication across all platforms.
  
• Contribute to the development and refinement of customer scripts, service processes, and escalation protocols.