Team Lead Service Operations

Role & responsibilities

• Team Management:
  Lead, mentor, and manage a team of service operations professionals, ensuring high performance and team collaboration. Provide coaching and development opportunities to team members to enhance their skills.
• Service Operations:
  Oversee the day-to-day operations of the service team, ensuring smooth execution of tasks, timely delivery of services, and high-quality customer satisfaction. Streamline and improve service delivery processes for better efficiency.
• Data Analytics:
  Leverage data analytics to monitor team performance, track key metrics, and identify areas for operational improvement. Use data-driven insights to drive decisions and optimize service delivery.
• Government Exams Expertise:
  Apply your expertise in government exams to understand industry-specific requirements, ensure team alignment with exam-related services, and develop strategies to meet client needs effectively. Ensure the team is well-versed in the nuances of government exam preparations and requirements.
• Excel and Reporting:
  Use advanced Excel skills to analyze data, prepare reports, and present performance insights. Create actionable recommendations based on analytical findings to improve team efficiency and service delivery.
• AI/Chat GPT Integration:
  Utilize Chat GPT and other AI tools to enhance team productivity, automate processes, and improve customer service operations. Train the team on AI tools and ensure effective use in day-to-day tasks.
• Quality Assurance:
  Ensure that the service provided by the team adheres to quality standards and best practices. Conduct regular quality checks, audits, and review feedback to continuously improve the service experience.
• Collaboration & Communication:
  Work closely with cross-functional teams such as HR, Operations, and Product to ensure alignment of service operations with overall business goals. Maintain clear and consistent communication with internal stakeholders and clients.
• Process Improvement:
  Continuously evaluate and optimize existing processes for greater efficiency, cost-effectiveness, and scalability. Introduce new tools and technologies to streamline service operations.

Preferred candidate profile

• Experience:
  
• Minimum 2 years of experience in government exams (preferably related to competitive exams or education services).
• 1-2 years of experience in a team lead or supervisory role within service operations.
• Proven experience in data analytics and the ability to work with large datasets, analyze trends, and draw actionable insights.
• Hands-on experience with Excel, including advanced functions, pivot tables, and data visualization.
• Experience in leveraging AI tools such as Chat GPT or other automation tools for improving operational efficiency.

Key Skills

• Leadership:
  Strong team management, leadership, and mentoring skills. Ability to inspire, motivate, and guide a team toward achieving operational goals.
• Data Analytics & Reporting:
  Excellent analytical skills with the ability to interpret data and produce meaningful reports. Familiarity with tools like Excel, Google Sheets, and data visualization platforms.
• Government Exams Knowledge:
  In-depth understanding of government exam processes, requirements, and best practices.
• Technology Proficiency:
  Proficient in using AI tools (like Chat GPT) for streamlining operations and improving service delivery.
• Communication Skills:
  Excellent verbal and written communication skills with the ability to effectively communicate with internal and external stakeholders.
• Problem-Solving:
  Strong problem-solving skills with the ability to think critically and resolve operational challenges quickly.