Posted:
Job Description
Core Duties & Responsibilities
- Lead and support team leads in daily operations and work allocation to ensure timely, high-quality service delivery
- Monitor staffing levels, workload volume, and support demand; adjust resources as needed
- Track service-level performance, analyze trends, and drive continuous improvement initiatives
- Improve operational efficiency through process optimization, automation, and system enhancements
- Own service delivery outcomes and their direct impact on customer experience
- Promote employee engagement through recognition, incentives, and development initiatives
- Make management decisions related to hiring, team structure, and employee development
- Anticipate and manage operational risks, changes, and evolving business needs
- Coach and develop team leads to improve client experience and solution effectiveness
- Deliver regular performance reporting with actionable insights
- Measure results against KPIs and partner with business leaders to implement corrective actions
- Foster a culture of innovation, continuous improvement, and operational excellence
- Participate in leadership meetings and support special projects as required
Supervisory Responsibilities
- Directly manage team leads across customer-facing and support teams
- Oversee training, workforce planning, performance management, coaching, recognition, and corrective action