We’re looking for a skilled Service Operations Lead to manage operations teams (up to 100 employees, including several Team Leads) and collaborate with product teams.
This role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly. We want you to focus particularly on our customer satisfaction and process compliance in this role by finding a balance between consistency and positive experiences for all our customers.
In addition, this role will be assisting in building out the function globally. You’ll need to combine a sharp eye and discipline for delivery with a creative and process-driven mindset to seek out and solve some of our most complex global challenges.
Please note that this position is remote from India
WHAT YOU'LL BE DOING
You'll be responsible for the day-to-day management of Customer Support Teams (Team Leads and Customer support agents) with responsibility for separate products
Daily, weekly, monthly, and quarterly operations KPI review and management
Develop a process for improving user CSAT 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 Support Improvement and Improve Problem Resolution times.
WHAT SKILLS YOU’LL NEED
Experience in managing up to 30-50 employees (including Team Leads/Managers)
Previous business experience in Customer Support / SSC /BPO area would be beneficial but is not a must
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