VE - Operations Lead Accounts (Internal)

Blueprint•Bellevue, WA

6d•$29 - $35•Hybrid

About The Position

Blueprint is looking for an Accounts Operations Lead to be part of the team. As an Operations Lead, you will be a liaison to the Team Lead (TL) and Senior Operations Lead roles while directly overseeing and coordinating day-to-day operations for the designated Line of Business (LOB). The Operations Lead is a detail-oriented and organized individual that will partner closely with Leadership as well as Team Leads (direct reports) to ensure daily operations and team performance is maintained in order to deliver excellent customer service to the users and ensure client satisfaction. This role will be expected to manage and respond to tickets as well as manage several teams within the designated LOB. The primary functions of this role include strong collaboration and communication amongst Leadership, Operations Leads peer group, TLs and agents.

Requirements

3-5 years of experience in an operations or service delivery role in a fast paced, evolving environment
1+ years of experience working within the VE internal Team Lead role required
Demonstrated leadership and proven experience successfully managing others and maximizing the performance of a team
Demonstrates a high level of service-excellence and consistently meets performance expectations
Demonstrates senior-level client expectation management across active client work, minimizing delivery-centric escalations to both Leadership/Senior OL, and OL peer group (and the client).
Strong business acumen and previous accountability for quality targets
Knowledge of gaming industry trends, major events, and news.
Ability to translate business strategy into tactical day-to-day delivery
Ability to leverage Blueprint tools, standards, and processes in a proficient manner and effectively apply to meet business needs or solve a problem within the business unit
Innovative thinker and excellent written, verbal, listening communication and presentation skills
Strong leadership and interpersonal skills with the ability to effectively communicate with different teams, levels of management, key business stakeholders and other functional departments
Strong organizational and time management skills with the ability to prioritize workloads across a team
Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance
Ability to effectively lead by example, coach and mentor a team of diverse employees
Effective decision making and problem-solving skills
Strong customer service skills and attention to detail
Ability to work as part of a team and independently.

Responsibilities

Manage and oversee the daily operations and performance of the designated LOB under general direction and guidance of the Senior Operations Lead, ensuring alignment with internal and client expectations.
Manage Team Leads in designated LOB including conducting regular one-on-one meetings, review of timecards and attendance/schedule adherence, review TicketMaster feedback, queue volumes, SLA’s and address concerns/changes as needed.
Perform ticket work to remain proficient in frontline operations, maintain proficiency in multiple lines of business, and have solid understanding of Confluence in order to support teams effectively.
Manage, lead, and partner with Team Leads to drive coaching, performance improvement, and proactive accountability measures.
Monitors workflow changes and pivots across LOB and immediately communicate necessary information to the team and leadership.
Monitor and analyze TL and agent performance data and metrics on a daily basis, including thoroughly reviewing dashboards, agent action reports and ticket dives, to identify trends and areas for improvement, partner with Senior Operations Lead to discuss concerns and include HR if further performance management actions or progressive disciplinary steps are necessary.
Provide leadership and direction to TLs and agents, assist with setting goals and expectations and provide guidance, coaching and support.
Identify and resolve problems and issues that arise during the course of the day-to-day operations such as employee concerns, client concerns, etc. and partner with Senior Operations Lead and/or HR for additional support and to ensure visibility and alignment with next steps and proper documentation.
Prepare and facilitate client meetings along with the Director, Senior Operations Lead providing clear updates, driving alignment, and addressing issues while offering proactive solutions to maintain strong client relationships and driving operational excellence.
Participate in interviews, complete onboarding tasks including the new hire presentation and oversee the onboarding process in partnership with TLs to ensure new hires are fully supported during ramp up period and compliant with company and client requirements.
Serve as a reliable point of contact, maintaining high visibility across all teams and stakeholders (both onsite and remotely) ensuring a strong and consistent presence within the engagement.
Ensure proactive communication and timely responsiveness both with internal and client communications via email, Teams, etc. This includes regularly attending team huddles in LOB (onsite and virtually), reoccurring skip-level meetings with agents, attending Daily Ops Calls, coverage during Sale periods, monitoring of client communications in Slack and email, and other leadership/LOB meetings.
Write and deliver timely Annual Reviews for TLs ensuring that performance has been reviewed fairly and consistently, and feedback is clear and professional as well as oversee AR progress across LOB to ensure timely completion.
Follow and enforce Blueprint policies, processes, and core values.
Other duties and projects as assigned.