Senior Team Manager - Operations

Responsibilities

• Analyze employee data and performance

• Manage employee expectation and eventual requests

• Work with internal systems (JIRA, TTS, WIKI, Evo Desk, NEVOS, etc.)

• Partner with Human Resources to ensure appropriate team member accountability and appropriate disciplinary responses

• Routine floor walks within the studio

• Establish and maintain culture of performance excellence within the studio;

• Identify necessary adjustments and/or improvements to meet globally set KPIs and OKRs

• Maintaining staff by recruiting, selecting, orienting, training, developing and supervising subordinates; 

• Planning, monitoring, appraising, and reviewing job contributions of subordinates;

• Accomplishing staff results by communicating job expectations and feedback;

• Ensuring continuous and properly organized communication flow within team, subordinates and with other departments;

• Increasing the effectiveness and efficiency of subordinate’s performance through improvements of Operations functions within own department or initiating cross-departmental improvements;

• Maintaining quality service by enforcing quality and service standards, analyzing and resolving quality and service problems, identifying trends and recommending system improvements;

• Developing and maintaining internal documentation (manuals, procedures, regulations etc.) for subordinates in compliance with general Company policies and supporting business needs;

• Supporting efficient workload distribution for subordinates in compliance with labor law and business needs;

• Forecasting and tracking of the Operation’s related costs to achieve accuracy of the spending and compliance with the budget;

• Presents regular reports to clients and/or management and peers on progress and forecast of team’s KPIs, escalating issues and evaluating needed support;

• Performing other duties, as asked by the direct manager, which are related to this position and which meet the qualifications;

• Replace colleagues during their vacations, sick leaves and other absences;

• High school diploma; bachelor's degree preferred

• 3+ years of experience managing supervisors or first-time managers; managerial courage to lead and hold others accountable

• Experience managing 100+ employees with significant volume of entry level employees

• Proven track of records of significant quality improvements and optimizations in related industry

• Good knowledge and ability to address complicated client complaints and requests

• Technically proficient in computer programs, especially Microsoft Office

• Experience in developing standards and procedures; prompt and organized

• Strong leadership and interpersonal skills; 

• Proactive and Results driven attitude; Ability to work flexible hours