Team Leader - Operations
Core
Deliver optimum floor support by mentoring, coaching, and guiding team members while taking ownership for delivering an excellent customer experience in a 24/7 operations environment.
Role type
Senior IC operations team leader
Builds
Effective and efficient services for the English & Exams department
Domain
Education / Language Testing / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, process management, shift scheduling, performance monitoring, stakeholder coordination, SOP creation, data analysis, quality assurance, conflict resolution
Preferred skills
None stated
Technologies
None stated
Responsibilities
Supervise, plan, and manage operations functions; manage complex transactions and escalations; maintain schedule adherence and workforce management; create and maintain SOPs and knowledge articles; produce operational reports and dashboards; conduct performance measurements and quality monitoring; coach and mentor team members
Seniority
Senior, hands-on IC
