Business Operations Front Line Manager

As a Business Operations Front Line Manager at Koalafi, you'll lead the Business Operations Team by managing agents, overseeing daily reporting, and fostering an environment of growth and excellence. Your responsibilities will include monitoring agent performance, resolving complex customer inquiries, and driving continuous process improvements.

To qualify for the Business Operations Front Line Manager role at Koalafi, candidates should have 1-3 years of supervisory experience with a focus on managing hourly associates. A bachelor's degree or equivalent experience is also required, along with strong analytical and interpersonal skills to effectively lead a team and improve customer service.

In the role of Business Operations Front Line Manager at Koalafi, you play a crucial role in ensuring that customer service is exceptional. By providing leadership and coaching to your team, you’ll ensure that inquiries are handled promptly and that your agents are well-equipped to offer the highest level of service to customers.

The work environment at Koalafi for a Business Operations Front Line Manager is fast-paced and dynamic. You’ll be part of a culture that embraces innovation and encourages taking ownership of projects, all while working collaboratively with a team that shares the common goal of providing excellent customer experiences.

Koalafi offers its Business Operations Front Line Manager a comprehensive benefits package, including medical, dental, and vision coverage, generous PTO and paid holidays, a 401(k) retirement plan with company matching, student loan and tuition reimbursement, parental leave, and various inclusion and engagement programs.

In handling difficult customer inquiries, I focus on active listening to understand the situation fully, empathizing with the customer, and providing clear, concise solutions or escalating the issue when necessary. My goal is always to resolve the issue while maintaining professionalism and ensuring the customer's satisfaction.

To motivate my team, I set clear goals and expectations while providing regular feedback. I also foster a supportive environment where team members feel valued and encouraged to share ideas for improvement. Celebrating wins, both big and small, also helps to keep morale high.

Absolutely! In my previous role, I identified bottlenecks in our reporting process. By implementing more efficient tracking tools and redefining the workflows, we were able to reduce reporting time by 30%, which allowed our team to focus more on customer service.

The key to maintaining excellent service standards lies in regular training, consistent monitoring, and a culture of accountability. By ensuring that agents are well-informed and feel empowered to make decisions, we can uphold high service levels consistently.

When conflict arises within the team, I believe in addressing it swiftly by facilitating open and honest communication. I encourage team members to express their concerns while promoting a problem-solving approach to find common ground and mutual solutions.

I track several key performance indicators (KPIs) such as customer satisfaction scores, average handling time, resolution rates, and individual agent performance metrics. These KPIs provide insights that help us adjust our strategies and improve service.

To ensure compliance, I regularly conduct training sessions on current regulations and best practices. Additionally, I implement checks and balances, such as compliance audits and reviews, to ensure that all agents adhere to required procedures.

Feedback is fundamental in my leadership style. I believe in giving constructive feedback to my team and also encourage them to provide feedback on processes. This two-way communication fosters growth and enhances overall team performance.

In a fast-paced environment, I prioritize tasks by urgency and impact. I utilize planning tools and allocate specific blocks of time to focus on critical responsibilities, ensuring nothing is overlooked and that I remain productive.

I have extensive experience in data analytics, using it to identify trends, measure KPIs, and make informed decisions. I leverage tools like Microsoft Excel to analyze data, create reports, and present findings that drive improvements within the team.