Operations Team Lead

Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

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OPERATIONS TEAM LEAD

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for an Operations Team Lead – US Legal / Healthcare to be part of our team.

• He/She is responsible for managing the day-to-day operations of the assigned team and ensuring team performance, capability, service levels, and adherence to company policies and culture.

MAIN RESPONSIBILITIES

• Manage a team of representatives and provide coaching and development in accordance with their KPIs.
• Develop team capability by coordinating and/or conducting training and other development activities.
• Manage work queues and ensure adequate coverage to meet required service levels.
• Assist with the development and improvement of policies, processes, and reports related to team performance.
• Monitor team performance and identify opportunities for improvement to ensure operational targets and KPIs are achieved.
• Ensure team members adhere to company policies, procedures, and standards while upholding the company's culture.
• Address performance and behavioral concerns and carry out disciplinary actions in accordance with company policies and procedures.
• Collaborate with the Client Success Manager and/or Operations Manager on operational concerns, team performance, and business requirements.
• Perform other duties and responsibilities as may be assigned.

REQUIREMENTS

• At least three (3) years of work experience in the BPO Industry, with at least one (1) year in a supervisory or team leadership capacity.
• Experience supporting US Legal and/or US Healthcare accounts is preferred.
• Displays excellent verbal and written English language skills, with strong business writing skills.
• Displays strong coaching, leadership, and people management skills.
• Displays ability to collaborate effectively with employees across all levels and use different communication styles.
• Displays strong organizational, problem-solving, and decision-making skills.
• Displays ability to manage work queues, monitor team performance, and ensure service level requirements are met.
• Displays ability to use the computer using the Windows environment, including MS Office applications, electronic mail, internet, and other relevant systems.
• Willing to work on a night shift schedule.
• Must be willing to work at 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.

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