Job Summary:

The Operations Team Leader is responsible for overseeing the day-to-day activities of the operations team to ensure consistent service delivery, team productivity, and achievement of performance targets. This role involves supervising a team of staff, handling escalations, optimizing workflows, and collaborating with internal and external stakeholders to maintain operational excellence.

Key Responsibilities:

• Team Leadership:
• Lead, coach, and develop a team of operations staff to meet performance goals.
• Monitor individual and team metrics, providing feedback and support where needed.
• Schedule shifts and manage attendance to ensure adequate coverage.
• Operational Oversight:
• Ensure smooth execution of daily operations and adherence to standard procedures.
• Monitor and analyze operational metrics to identify trends and areas for improvement.
• Address issues or delays promptly to minimize impact on service delivery.
• Process Improvement:
• Identify inefficiencies and recommend improvements to workflows and procedures.
• Support implementation of new tools, systems, or processes to enhance productivity.

Qualifications:

• Proven experience in leading teams and managing workflows in a fast-paced environment.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent organizational and time management abilities.
• Effective communication and interpersonal skills.
• Data-driven approach to decision-making and problem-solving.
• Proficiency in Microsoft Office/Google Workspace and operations software tools.

Work Conditions:

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• May include rotating shifts or weekend work depending on business needs.
• Fast-paced and performance-driven work environment.
  

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