Operations Team Lead

Responsibilities

• Lead, coach, and manage a team of Technical Support Representatives to achieve operational KPIs and service level agreements
• Monitor team performance, productivity, attendance, and quality metrics, providing regular feedback and performance coaching
• Act as the primary escalation point for complex technical and customer issues
• Ensure consistent delivery of high-quality technical support for HR and workforce-related software solutions
• Collaborate with Operations Managers, QA, Training, and Workforce teams to improve processes and performance
• Conduct team meetings, performance reviews, and coaching sessions
• Identify operational gaps and recommend process improvements
• Ensure compliance with company policies, data security standards, and client requirements
• Prepare and analyze operational reports and performance dashboards

Qualifications

• Excellent English ...