COE Team Lead I

About The Role

The organisation is growing incredibly fast in order to support our communities and we now have thousands of people engaged in providing world-class support. We need to make sure that we provide best-in-class support to our customers.

To support that vision, we are looking for an all-star Team Leader to help us run the operations, and help to provide a better quality of customer support to our community. He / She will manage a team of Specialists and help drive/organize projects to improve customer satisfaction.

The Team Leader is methodical, but creative thinker and has a love for continuous improvement initiatives that require a person to lead, innovate, influence, and think both strategically and tactically. The Team Leader must thrive in the type of environment that is fast-paced, constantly changing and growing.

What The Candidate Will Need / Bonus Points

• People Management
• Process Management
• Analytics
• Stakeholder Management
• Customer Support
• Project Management
• Basic Qualifications ----
  
  

• Preferred Qualifications ----
• Lead and develop a team of 12-20 Community Operations Specialists (COS), responsible for their overall performance
• Carry out supervisory responsibilities in a 24/7 operations set-up helping COSs meet their targets; Focus on management of SLA metrics, Quality and Customer experience
• Work with cross functional teams (Quality, Training), developing and implementing QA/ Training programs to improve the quality and productivity of the team
• Dive deep into the numbers and make data-driven process improvements; Work closely with Analytics team in unearthing trends
• Be the source of knowledge to train, educate, and answer questions from COSs or other stakeholders
• Independently execute ad-hoc projects or run experiments, ensuring complete adherence from the team and share clear, actionable insights back with the stakeholders
• Analyze the performance of your teams, identify trends and provide constructive feedback to individuals on a consistent basis