Operations Team Lead

This is a temporary one-year position intended to provide coverage during an employee’s mandatory military service period.

Job Summary

The Operations Team Lead is responsible for leading, managing, and optimizing day-to-day operations specifically across Driver Registration, Vehicle Registration, Document Renewals, and Auto-Acceptance workflows. This role oversees real-time queue management, backlog control, volume distribution, and agent capacity planning to meet turnaround SLAs.

Working closely with the Quality Assurance Lead, Training, CS, and Senior Management, the Operations Team Lead monitors individual and team performance, enforces process adherence across these core operational SOPs, and delivers data-driven reporting to drive continuous efficiency.

Key Responsibilities

Operational KPI & Capacity Management

• Track daily, weekly, and monthly operational KPIs, including backlogs, handled volumes, Average Handling Time (AHT), and queue SLAs across registration and renewal workflows.
• Monitor incoming ticket and application volumes in real time across Beehive, Admin Panel queues, and Google Sheets trackers.
• Dynamically reassign and allocate agents across workflows (Driver Registration, Vehicle Registration, Document Renewals, and Auto-Acceptance Audits) based on real-time operational demand.
• Balance team workload to eliminate bottlenecks and prevent backlog accumulation.

Team Leadership & Performance Tracking

• Lead, mentor, and manage day-to-day productivity and output for the operations agent team.
• Track individual agent performance metrics, daily output targets, shift attendance, and workflow efficiency.
• Conduct regular 1-on-1 performance reviews, shift huddles, and operational coaching sessions.
• Support onboarding, workflow training, and continuous skills development for new and existing operations agents.

Process Governance & SOP Oversight

• Ensure agent compliance with established process SOPs strictly for the following workflows:
• Driver Registration (Beehive): Onsite verification workflows (Baku special steps), duplicate account resolution, and Slack partner activation escalations (ext-aceolution-bolt-azerbaijan).
• Vehicle Registration: Technical passport validation, city-based license card rules (Baku, Ganja, Sumgayit), and AYNA regulator blocked-list checks.
• Document Renewals: Expiry date tracking, official portal verifications (Tax ID/VOEN, Training Certificates, License Passports), and accurate system data updates.
• Auto-Acceptance Automation Audits: Audit completion for driver and vehicle auto-acceptances with strict pass/fail criteria to ensure automation accuracy and prevent fraudulent entries.
• Enforce rigorous fraud detection standards, ensuring agents consistently apply the Document Authenticity Guide (identifying photoshop artifacts, mismatched typography, lighting anomalies, and structural flaws).

QA Collaboration & Continuous Improvement

• Work in close partnership with the QA Team Lead to cross-reference operational efficiency and AHT against QA audit scores and defect trends.
• Analyze operational errors, failed audits, and process gaps using Root Cause Analysis (KSW/CAPA frameworks).
• Identify workflow friction points and propose automation or SOP enhancements in Beehive, Admin Panel, and reporting trackers.

Reporting & Stakeholder Management

• Generate accurate daily operational performance, backlog, handled volume, and agent output reports for the Operations Lead / Head of Operations.
• Present operational metrics and backlog trends during Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR).
• Act as the operational escalation point for cross-functional stakeholders regarding registration and renewal pipelines.

Key Performance Indicators (KPIs)

• Backlog SLA achievement across Driver/Vehicle Registration and Renewal queues
• Average Handling Time (AHT) optimization per workflow
• Daily and weekly handled volume target achievement
• Agent capacity utilization and dynamic allocation effectiveness
• Team QA Score achievement (in alignment with QA targets)
• First-time processing accuracy and defect recurrence reduction
• Agent productivity and shift adherence

Required Skills & Competencies

• Strong leadership, workforce management, and team allocation skills
• Deep understanding of operational metrics, backlog management, and SLA tracking
• Hands-on proficiency with operational platforms and tools (Beehive, Admin Panel, Slack, Google Sheets, Looker, Zendesk)
• Advanced Microsoft Excel and operational dashboard reporting skills
• Strong analytical, problem-solving, and capacity planning capabilities
• Familiarity with local Azerbaijan regulatory procedures (AYNA regulator lists, city taxi license requirements, Baku physical verification rules)
• High attention to detail and sound judgment in document authentication and fraud prevention
• Excellent cross-functional communication and stakeholder management abilities