Operations Team Lead

Operations management Shift

• Monday
• Friday, 1:00 pm – 10:00 pm

Scope of responsibilities

• Provide support, guidance and direction to Presentations Specialists, and ensure methodologies and processes are followed and clients are receiving solutions in a timely and useful way
• Use metrics to understand and closely monitor operational performance e.g. demand vs. capacity fluctuations and forecasting of staffing requirements to optimize output
• Responsible for the day-to-day management and overall supervision of their local team members. This includes daily work in progress, as well as recruitment, training, staffing, skills development and performance management
• Understand and ensure adherence to regional policies
• HR, Compliance and all departmental policies and procedures as well as health/safety regulations, including any location-specific guidelines
• Foster and maintain positive, professional work environment that promotes inclusivity, engagement, and rapid solutions for clients. Provide feedback and support, solicit and respond to staff feedback and ideas, remove obstacles, and monitor and enhance morale
• Actively seek opportunities to improve processes, technology, services and client satisfaction, and lead implementation of those improvements locally and globally
• Keep the global management team aware of issues affecting the center operations, create appropriate mitigation strategies and lead implementation efforts

Required skills

• Bachelor degree
• Advanced level of English
• At least 3 years of relevant experience