Team Lead Operations

Guidehouse•San Antonio, TX

About The Position

As a Team lead you will do the following. Manage and supervise a team of 5-8 agents. Oversee team performance regarding production and quality. Support Managers and senior leadership with service delivery efforts, such as tracking key performance indicators, SLAa, developing training materials, and evaluating performance, as appropriate. Perform quality assurance reviews of team’s work product in accordance with client QA expectations. Accurately and thoroughly assessing team, work product quality and leveraging practices consistent with industry standards to provide coaching and constructive feedback to team to ensure quality decisions and appropriate review of potential illegal activity. Monitor and manage work queues across processes and prioritize assignments to minimize operational impact. Monitor, manage and communicate production metrics on an individual and team level across project resources. Create and present quality deliverables that support essential project workstreams. Provide guidance to analysts based on client expectations and prior subject matter experience. Lead training efforts to ensure consistency and quality across the team through large and small group meetings and 1-on-1 discussions. Consistently monitor the assigned team for effectiveness and efficiency and target areas of weakness. Serve as performance manager for junior team members. Other ad hoc project responsibilities, as needed.

Requirements

Requires a University Degree and minimum 5 years of prior relevant experience; (Relevant experience may be substituted for formal education or advanced degree)
Five (5+) years relevant experience in a business operations environment or an outsourcing company
Managing work assignments, adjustments
Prior experience in developing standard operating procedures and training plan execution
Accomplished in client relationships
US Citizen

Nice To Haves

Ability to speak and read English and Spanish
7+ years of Service Delivery experience in a consulting organization
Ability to effectively communicate at all levels of an organization.
Undergraduate degree four-year college or university
Has held Supervisory level responsibilities and leading small delivery teams.
Strategic and conceptual thinker and planner
Strong verbal and written communication skills, including power point presentation skills at the corporate level, client “C” suite or board level.
Strong problem solving, marketing analysis and evaluation skills
Innovative, motivated & able to lead by example
Ability to initiate and follow through on projects and work independently with minimal supervision required
Proficient in use of Excel, PowerPoint, Outlook and Word

Responsibilities

Manage and supervise a team of 5-8 agents.
Oversee team performance regarding production and quality.
Support Managers and senior leadership with service delivery efforts, such as tracking key performance indicators, SLAa, developing training materials, and evaluating performance, as appropriate.
Perform quality assurance reviews of team’s work product in accordance with client QA expectations.
Accurately and thoroughly assessing team, work product quality and leveraging practices consistent with industry standards to provide coaching and constructive feedback to team to ensure quality decisions and appropriate review of potential illegal activity.
Monitor and manage work queues across processes and prioritize assignments to minimize operational impact.
Monitor, manage and communicate production metrics on an individual and team level across project resources.
Create and present quality deliverables that support essential project workstreams.
Provide guidance to analysts based on client expectations and prior subject matter experience.
Lead training efforts to ensure consistency and quality across the team through large and small group meetings and 1-on-1 discussions.
Consistently monitor the assigned team for effectiveness and efficiency and target areas of weakness.
Serve as performance manager for junior team members.
Other ad hoc project responsibilities, as needed.

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program