Leadership Position

The ideal candidate will possess a strong track record of operational leadership, with experience in managing large teams and driving business growth. They will be responsible for overseeing the day-to-day operations, identifying areas for improvement, and implementing strategic processes to increase consistency and promote overall growth of the project.

• 10+ years of experience in operational leadership, managing 100+ FTE
• 5+ years of people management experience, including managing leaders, and a strong desire to develop team members
• Passion to create an exceptional experience and provide outstanding customer support
• Adaptable and energized by a fast-paced environment
• Good in situational leadership, on the feet thinking
• Analytically sound, ability to look through data and make learned decisions
• Bachelor's degree, or equivalent
• Adequate knowledge of organizational effectiveness and operations management
• Familiarity with business and financial principles and practices
• Ability to Prepare and Delivery Business Review Presentation to Client & Internal Management
• Ability to effectively communicate with all levels of the organization
• Proven track record of collaborating with cross-functional groups to produce results
• ISO, Six Sigma, PMO Certification is an added advantage
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
• Experience in leading teams in customer support via voice and chat support or a call center environment
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Have full understanding of creating and implementing scheduling and task distribution
• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills

• Manage the overall performance and governance of the Statements of Work
• Manage the day-to-day operations in accordance with requirements and SLAs
• Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
• Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
• Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement
• Drive Operations teams to deliver continuous improvement and productivity/quality gains
• Flag and escalate business risks timely
• Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
• Improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
• Perform quality controls and monitor production KPI's, prepare reports and analyze data
• Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
• Flexible with timings to support operations

• Senior-level leadership experience with a focus on operations and customer service
• Strong communication and collaboration skills across cross-functional teams
• Experience in managing large, multi-site teams in a fast-paced environment
• Hybrid work capability and night shift availability as applicable