Operations Team Lead

Overall Responsibilities:

  • Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating and adhering to new procedures, policies and goals.

  • Manage customer engagement, get performance metrics of the team and update stakeholders on a periodic basis and come up with strategies for continous improvements. 
  • Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.

  • Establishing, recommending and implementing policies to ensure quality, timely and efficient design of customer oriented services.

  • Working effectively with other teams implementing strategies to increase profitability, productivity and overall client experience.

  • Auditing customer accounts to ensure accuracy of information.

  • Handling escalated issues from customers.

 

Required Skills:

  • Minimum Qualifications Bachelor Degree or College Diploma & 8-10 year of experience in a relevant field preferred

  • Previous experience in a leadership or management role, preferably in the Internet sector.

  • Excellent communication skills with a strong customer focus

  • Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels

  • Dynamic, energetic, motivated, positive outlook

  • Experience with inspecting, analyzing and organizing data feed (CSV, TSV, XML, JSON) formats

  • Experience of communication with external clients - writing impactful emails, publishing documentation.

  • Be able to context-switch and manage multiple integration tasks in parallel across various implementation stages.

 

 

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