Team Lead, Customer Operations

Overview

Lead a team of analysts in a high-volume, fast-paced transaction environment, supervising 10-15 team members and driving quality, productivity and timeliness.

What you'll do

• Train, prioritize work for, and manage workflows for a team of analysts in a high-volume, fast-paced transaction environment
• Provide supervision for 10-15 team members
• Perform quality audits of the team's work product
• Provide performance coaching and mentorship
• Manage KPIs around productivity, quality and timeliness
• Partner with internal teammates globally to resolve escalations
• Maintain thorough understanding of all internal systems to respond to general and specialized internal team requests
• Look for and help drive continuous process improvements/efficiencies
• Serve as coach and mentor to peers
• Provide open communication in a pleasant, professional manner with a can-do attitude
• Responsible for special projects as assigned
• Test client sites for quality assurance; track and monitor the resolution of issues
• Help foster a diverse and inclusive work environment

What you'll need

• 4+ years of work experience
• 1+ years of experience leading a team
• Proficiency with Excel (reading formulas to understand what they are doing, adding new formulas to workbooks)
• Experience with other Microsoft Office products
• Agility to learn new processes and then train others on them
• Ability to assist and equip others to efficiently solve complex problems
• Strong customer service orientation
• Excellent verbal and written communication skills
• Adaptability to a rapidly changing priority list
• Bachelor's degree

Nice to have

• Experience in leading a team within a high transaction processing environment
• Advanced proficiency in MS Excel (Macros, visualization)

Details

• In-office role at the Bangalore office
• Working hours for the team: 10:30am – 7:30pm IST, Monday through Friday
• At times, collaboration with U.S. colleagues after the standard shift may be expected