Operational Lead

Responsibilities:

• You'll be responsible for the day-to-day management of various Teams (Team Leads, Onboarding and Mobility Analysts)
• Daily, weekly, monthly, and quarterly operations KPI review and management
• Develop a process for improving customer faced processes without sacrificing quality parameters
• Help build and implement processes and standards for delivery through the global network
• Demonstrate excellent business analytics to perform root cause analysis activities
• Under minimal supervision, provide direction for multiple, complex and related projects to maximise overall benefit and alignment to strategic program objectives.
• Responsibility for managing the performance of Team Leads, coach and mentor them to reach their potential, always leading by example.
• Ensure correct implementation of staff training, quality assurance, development and performance programs in conjunction with Training Leads and Operational Manager.
• Drive continuous process Improvement and improve problem resolution times.
  
  

Requirements:

• Experience in managing up to 30-50 employees (including Team Leads/Managers)
• Previous business experience in Customer Support / Complaints/ BPO area would be beneficial
• Experience running projects, performing informal or acting leadership roles
• Strong coaching and mentoring skills
• Leadership skills with a creative, confident and motivational approach
• Excellent communication, reading comprehension, and writing skills
• Demonstrated ability and commitment to go “Above and Beyond” the daily expectations of role duties when required
• History of taking ownership and driving results
• Excellent technical and analytical aptitude
• Strong presentation and excellent communication skills
• Self-driven and ability to work in a fast-paced and evolving environment
• You can break complex problems into smaller ones and enjoy working with data to facilitate your work using such tools as SQL and Google Spreadsheets
• You can make a good business case and convince people to help you execute
• Queue, spike and Backlog managements
• Ability to handle multiple priorities and meet deadlines in stressful situations
• Some international travel required
• MBA or graduate degree preferred