Team Lead-Operations

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 SLAs whilst adjusting 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 always maintained with the client and proactive communication is adhered to in order to exceed expectations.

Statement of Purpose for this role:

Responsible for facilitating new hire training, performing training needs analysis, coaching, and conducting performance evaluations of trainees.

• knowledge:

○ Payment methods and processing

○ Billing cycles and invoices

○ Troubleshooting payment issues

○ Refund policies

○ Account suspensions and reactivations

• Responsible for sending weekly training updates to client stakeholders, monitoring agent transactions to stay updated with product/process changes, and making necessary updates to training material.
• Reporting and Analytics: Track and report on training activities, participant progress, and training effectiveness, providing insights and recommendations to the leadership.
• ​Candidates should be familiar with similar workflows and should have held an entry-level position in the past.

Qualifications & Requirements:

Desired:

• Bachelor's degree in a relevant field or equivalent experience
• 2+ years of experience in Ads support or a related field
• Strong understanding of Ads policies, payment processing, and best practices
• Excellent written and verbal communication skills, Especially technical and business vocabulary
• Strong presentation and facilitation skills
• Excellent customer relationship management skills
• Strong analytical, problem solving, and conceptual skills

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 Programm 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 program and ensure that processes and milestones are adhered to so that performance is optimised 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.