Company : Customer Relationship Management
Requisition ID : 40756
Job Title : Operations Lead
Reporting to : Operations Manager
Overall Job Purpose
Overall responsibility for the day to day management of the Team Leader group, reviewing people / process regularly to ensure that we meet and exceed all SLA’s whilst making adjustments and recommendations as required.
Ensuring operational metrics (daily, weekly, monthly, and quarterly) are clearly communicated, understood and achieved.
Prepare and present ongoing KPI performance and action plans to the client in weekly / monthly performance reviews. Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
Duties and Responsibilities
Enable a culture of continuous improvement, including actively championing root cause analysis and deployment of corrective action at source.
Work closely with the Operations Manager and HR / Recruitment team to deliver resource requirements in line with contractual requirements, staff attendance & attrition objectives.
Promote Innovation Programme and support ideas implementation in order to drive efficiency and improve key SLA / KPI metrics
Work closely with the Operations Manager and HR / Recruitment team to deliver resource requirements in line with contractual requirements;
and staff attendance & attrition objectives.
In conjunction with the Operations Manager and Training Leads, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential.
Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly.
Promote and sustain a supportive learning environment.
Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan.
Conduct Team Meetings with direct reports to ensure expedient communication and provide an open forum for input. Drive and implement team activities.
Lead by example, be approachable and demonstrate a can do attitude to develop a culture of teamwork to drive the achievement and exceeding of targets.
Ensure involvement of employees in decision making regarding issue resolution and future strategy planning. Encourage and drive a culture of positive employee engagement.
Coach and mentor Team Leaders to ensure goals are developed for their personal and professional growth and development.
Identify performance related issues and develop an action plans for improvement. Be prepared to take more formal action when goals are not achieved.
Responsible for understanding and working with the client's statement of work.
Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support.
Manage conflict and problem resolution for both types of situations.
Prepare and present ongoing KPI performance and action plans to the client in weekly / monthly performance reviews.
Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations.
Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client.
Close cross-site cooperation with Operations Leads and teams based in other Majorel locations to ensure smooth execution of client requests and implementation of actions required to achieve common goals.
Focus on driving and promoting innovations to improve overall efficiency and quality of work performed
Required Qualifications & Experience
Line management of 50+ staff.
Must have a minimum of 12 months Team Leader experience.
Excellent communication skills
Experience in client facing environment including direct reporting and professional relationship management
Best practice back office / customer service / contact centre experience and delivering high quality results
Experience of working as an outsource partner.
Knowledge of solution design process, procedures and operating models
Experience of interpreting operational data and its effect on the service.
Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets.
Experience of developing and implementing best practice processes to achieve high levels of staff attendance and minimize staff attrition.
Conversant with contact centre technology.
Reporting abilities in a number of formats i.e. Excel and PowerPoint, Google Docs / Sheets / Slides
Applicants must be eligible to work in the country in which they are applying
Impact and Influence
At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do.
This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Job Segment : Operations Manager, Relationship Manager, CRM, Call Center, Operations, Customer Service, Technology