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Operational Lead

5 months ago

Amman, Jordan Deel Full time


Responsibilities:

  • You'll be responsible for the day-to-day management of various Teams (Team Leads, Onboarding and Mobility Analysts)
  • Daily, weekly, monthly, and quarterly operations KPI review and management
  • Develop a process for improving customer faced processes without sacrificing quality parameters
  • Help build and implement processes and standards for delivery through the global network
  • Demonstrate excellent business analytics to perform root cause analysis activities
  • Under minimal supervision, provide direction for multiple, complex and related projects to maximise overall benefit and alignment to strategic program objectives.
  • Responsibility for managing the performance of Team Leads, coach and mentor them to reach their potential, always leading by example.
  • Ensure correct implementation of staff training, quality assurance, development and performance programs in conjunction with Training Leads and Operational Manager.
  • Drive continuous process Improvement and improve problem resolution times.

Requirements:

  • Experience in managing up to 30-50 employees (including Team Leads/Managers)
  • Previous business experience in Customer Support / Complaints/ BPO area would be beneficial
  • Experience running projects, performing informal or acting leadership roles
  • Strong coaching and mentoring skills
  • Leadership skills with a creative, confident and motivational approach
  • Excellent communication, reading comprehension, and writing skills
  • Demonstrated ability and commitment to go “Above and Beyond” the daily expectations of role duties when required
  • History of taking ownership and driving results
  • Excellent technical and analytical aptitude
  • Strong presentation and excellent communication skills
  • Self-driven and ability to work in a fast-paced and evolving environment
  • You can break complex problems into smaller ones and enjoy working with data to facilitate your work using such tools as SQL and Google Spreadsheets
  • You can make a good business case and convince people to help you execute
  • Queue, spike and Backlog managements
  • Ability to handle multiple priorities and meet deadlines in stressful situations
  • Some international travel required
  • MBA or graduate degree preferred