Operations Team Lead

2 days ago

Hyderabad City Taluka, Pakistan beBeeLeadership Full time

As a seasoned operations professional, we are seeking a highly skilled leader to manage our customer support team.

The ideal candidate will have a proven track record of leading high-performing teams and utilizing metrics to drive business decisions. They will be responsible for overseeing the performance of their team members as measured by key operational metrics, including contacts handled, first contact resolution rates, and quality scores. Additionally, they will work closely with senior leadership to own optimization initiatives and contribute to roadmap efforts.

Key Responsibilities:

  • Lead a team of high performing customer service agents across multiple channels
  • Manage and support initiatives aimed at improving operations through automation, elimination, and optimization
  • Act as a trusted point of contact for escalations and high priority issues related to your scope
  • Achieve Service Level Agreements, productivity, and quality metrics for your line of business/team members
  • Collaborate cross-functionally with Program, Quality, Training, and Product teams to improve existing workflows and processes
  • Utilize an in-depth understanding of metrics to drive data-backed business decisions
  • Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
  • Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
  • Potentially manage Customer Support Supervisors as business needs necessitate

Requirements:

  • Customer obsessed, motivated by crafting a seamless support experience for our global customer base
  • Minimum 8 years of relevant experience in financial services, technology, and/or customer support
  • Minimum 5 years of people management experience in an operations environment
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions
  • Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity
  • Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
  • Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment
  • Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the 'standard' work day
  • Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences

Benefits:

  • Potential for career growth and advancement
  • Opportunity to work with a dynamic and innovative team
  • Competitive salary and benefits package
  • Professional development and training opportunities

Nice to Haves:

  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations, or technical support
  • Advanced experience in project management, analytics, or quality assurance
  • Advanced degree in business, finance, customer experience, and/or blockchain
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud

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