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Operations Team Lead - Remote

2024-03-12 Lisboa Call Center, Apoio Ao Cliente Ref: 139-002763-1

Do you speak multiple languages? Do you consider yourself a leader?
We're looking for a Ops Team Leader, to support our prestigious client.

What are gonna be your main responsabilities:

Handle daily operations and meet client requirements on turn around time (TAT) and quality.
Manage and oversee our people and teams, to ensure that we meet daily capacity requirements and production.
Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.
Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.
SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.
Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.
Training and Quality Coordination: Collaborate with training team to identify Training Needs (TNI) and Assessments (TNA) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.
Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.
Performance Reporting: Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis.
Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system.
Attendance Tracking: Accurately track team attendance for billing purposes.
Time Sheet Validation: Validate team time sheets fortnightly with 100% accuracy.
Security and Data Protection: Ensure adherence to all security and client data protection measures and guide the team in following required protocols

What are we looking for?

Graduate with 3-6 years of working experience, preferably with 2 years of domain knowledge
Leadership skills:
o Strong leadership qualities to guide and motivate team members.
o Ability to delegate tasks effectively and manage workloads.
o Decision-making skills to resolve conflicts and make tough choices.
o Time management and organizational skills to prioritize tasks and meet deadlines.
o Excellent verbal and written communication skills to convey information clearly and concisely.
o Active listening skills to understand team members' concerns and provide effective feedback.
o Ability to conduct performance evaluations and implement performance improvement plans.
Client and Stakeholder Management:
o Strong interpersonal skills to interact with clients and stakeholders.

Your responsabilities

The responsibility of the team lead is to support the site meeting metrics and client defined goals
Supervise a team of up to 20 team members performing translation services.
He/She is also responsible of distributing the workload among his/her team members.
The team leads will also conduct periodic coaching sessions, performance evaluations of his/her team members.
Will run reports and conduct gap analysis
Run the weekly business review meetings (internal and external)
Work with the QA team to meet the quality of output

Porque acreditamos no Talento sem etiquetas, estamos comprometidos com a não discriminação, promovendo a diversidade, a inclusão e a equidade no mercado de trabalho.
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