Operations Team Manager

Job Description

The Team Manager is expected to oversee, direct and have responsibility for a number of leads and will have overall responsibility for maximizing team performance across a market. Team managers should know about team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management.

Qualifications:

Education

• Bachelors/Master’s Degree (any field).

Experience

• Minimum 8 years which includes a minimum of 2-4 years of team handling (50+ FTEs) experience

Skills & Competencies

Management Skills:

• Supervise and drive performance of the team to ensure each team members are regularly meeting/exceeding their performance targets
• Monitor, identify and resolve performance or behavior performance using prescribed management techniques
• Develop team members through coaching and mentoring to secure top performance
• Comfort communicating with all levels of management, especially during calibration sessions both internally and externally
• Passion for management review of quality issues to include training, customer service, communication, workflow, reporting, SLAs, coaching, appraisal, etc.

Soft Skills:

• Able to adapt quickly to changes in workflows
• Excellent written, verbal and customer service skills
• Excellent organizational skills and detail-oriented approach to problem solving
• Demonstrated proficiency in multitasking and prioritization
• Excellent computer skills
• Project management experience to include an understanding of business process improvement methods
• Understanding of departmental policies and procedures

Other Requirements:

• Flexible to work rotating shifts
• Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs and shifts
• Ability to manage critical situations with minimum supervision
• Reviewing working practices and processes and implementing improvements in order to improve productivity, service levels and user experience
• Driving team motivation to exceed targets
• Pod lead coaching and development
• Handling or raising escalations as appropriate with Google Management team
• Liaising with global teams and management as appropriate

• Why Join Us?
• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Comprehensive Training – No experience? No problem! We’ve got you covered
• Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step? Apply today!