Team Lead Operations

Job Description:

• Duties and responsibilities:
• Handle a team of 8-10 Customer success associates.
• Meet all people management metrics:
• Responsible for Attrition, Manpower requirement.
• Capacity planning.
• Utilization and Scheduling.
• Efficiency per person, Monitoring.
• Time Management, Seat Utilization.
• Statement of Work.
• Business Continuity Plan.
• Reports, Dashboards, and other deliverables as required.
• Communicate with the customer regularly to discuss operational issues and CTQ delivery, raise issues build a relationship, understand customer issues proactively, and fix to get the delight factor.
• Meet SLAs established for current processes and find improvements to reduce turnaround times for deliverables.
• Coach mentor people, Motivating team with excellent people touch.

Skills Required

• 4-5 years of work experience in Advertising Operations, client servicing team management.
• Have managed an 8 - 10-member team.
• Experience with US markets is highly valued.
• You have excellent oral written communication skills and have experience in breaking down complex ideas into simple to understand steps.
• Proven customer support experience, preferably in the advertising/digital marketing domain.
• Track record driving team to over-achieving chat/calls handling quota.
• Strong command over written language.
• Strong email/written communication skills verbal communication.
• Familiarity with CRM(SFDC) systems and practices.