Operations (Ops) Team Lead
TSMG Holding · United States
- Hybrid
- Full-time
- $85,000 / year
- United States
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Job highlights
- Lead a team of field operations resources.
- Oversee daily operations and standard procedures.
- Mentor and develop team members.
- Analyze performance and ensure customer satisfaction.
- Collaborate with stakeholders and manage logistics.
About the role
Operations Team Lead
The Operations (Ops) Team Lead role assists in overseeing day-to-day operations, providing guidance and management where needed to the Drivers. The Ops Lead reports to the Country Manager.
Primary Responsibilities:
- Manage team of Data Collection Driving Operations field resources
- Drives day-to-day operations following standard operating procedures
- Assist in identifying knowledge gaps, coaching, mentoring and the professional development field surveyors
- Conduct periodic reviews with teams and Program Managers
- Facilitate teams meetings to disseminate relevant information to the Team
- Collaborate with other Team members to manage the collective workload and coordinate various logistics including coverage for Team members as needed
- Provide Subject Matter Expert (SME) advice on regional issues and concerns
- Assist with strengthening relationships with: Internal/ External Customers and vendor/partner organizations
- Participate in weekly and monthly business review meetings with internal and external stakeholder
- Assist in gathering and analyzing reporting details
- Provide status reports (weekly, monthly, etc.) as required
- Support with special projects; Invoice verification, and reporting metrics as needed
- Work with internal teams and external vendor/partner teams to provide resource planning support (work plan allocation/management/logistics/etc.) for applicable projects and programs
- Assist with creating/maintaining resource forecast in conjunction with customer for vendor/partner sourcing organization
- Assist in adherence to quality, safety and financial controls
- Identify and monitor performance trends and take necessary corrective actions to meet SLA targets and ensure customer satisfaction
- Provide insight, guidance, Continual Service Improvement and Service Assurance support
- Assist in driving service improvement programs and initiatives
- Ensuring RCA contains the proper analysis methodology, documented actions, root cause identification and effective proactive and corrective actions
- Escalate issues (performance/functional) to management team as needed
- Additional duties as defined
Required qualifications:
- Experience as a people manager, and/or operations lead
- Strong written and verbal communication skills
- Able to work at a fast pace, manage a heavy flow of emails, and be interruptible to address urgent program issues
- Great people management skills (effective communication, understanding, respectful, able to build rapport, set clear expectations, give constructive feedback, etc.)
- Self-motivated with a proven track record
- Team player and willing to assist when and where needed
- Ability to analyze data and establish measurable action plans to improve performance
- Ability to travel
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Key skills/competency
- Operations Management
- Team Leadership
- Data Analysis
- Process Improvement
- Customer Satisfaction
- Performance Monitoring
- Resource Planning
- SLA Management
- Vendor Management
- Communication Skills
Skills & topics
- Operations Team Lead
- Team Lead
- Operations Management
- People Management
- Data Analysis
- Process Improvement
- Customer Satisfaction
- Performance Monitoring
- Resource Planning
- TSMG Holding
How to get hired
- Tailor your resume: Highlight operations leadership and people management experience. Use keywords like 'Operations Team Lead', 'data analysis', and 'SLA management'.
- Craft a compelling cover letter: Express your understanding of TSMG Holding's mission and how your skills align with the Operations Team Lead role.
- Prepare for behavioral questions: Be ready to discuss your experience in team management, conflict resolution, and performance improvement.
- Showcase analytical skills: Prepare examples of how you've used data to drive operational improvements and meet SLAs.
- Research TSMG Holding: Understand their business, recent achievements, and company culture to demonstrate genuine interest.
Technical preparation
Familiarize yourself with operations management software.,Practice data analysis and reporting techniques.,Review standard operating procedures examples.,Understand SLA metrics and tracking.
Behavioral questions
Describe a time you managed a team.,How do you handle underperforming team members?,Share an example of improving an operation.,How do you prioritize urgent tasks?
Frequently asked questions
- What is the typical career path for an Operations Team Lead at TSMG Holding?
- As an Operations Team Lead at TSMG Holding, your career path could lead to roles such as Country Manager, Regional Operations Manager, or Program Manager. Your experience in managing teams, optimizing operations, and ensuring client satisfaction provides a strong foundation for advancement within the company.
- How does TSMG Holding use AI in its hiring process for the Operations Team Lead position?
- TSMG Holding utilizes AI tools to assist in aspects of the hiring process, such as reviewing applications and analyzing resumes for the Operations Team Lead role. These tools support the recruitment team by streamlining initial assessments, but all final hiring decisions are made by human recruiters.
- What are the key performance indicators (KPIs) for an Operations Team Lead at TSMG Holding?
- Key performance indicators for an Operations Team Lead at TSMG Holding typically include meeting SLA targets, ensuring high customer satisfaction, efficient team management, adherence to quality and safety standards, and successful execution of special projects. Performance trends and corrective actions are regularly monitored.
- Does TSMG Holding offer opportunities for professional development for its Operations Team Leads?
- Yes, TSMG Holding encourages professional development. The Operations Team Lead role involves identifying knowledge gaps and providing coaching and mentoring to field surveyors, indicating a commitment to team growth and individual advancement within the operations department.
- What is the expected travel frequency for the Operations Team Lead position at TSMG Holding?
- The job description states an 'Ability to travel' as a requirement for the Operations Team Lead position. The specific frequency and nature of travel will depend on operational needs, but candidates should be prepared for potential travel to support various projects and business reviews.
- How does TSMG Holding handle resource planning and forecasting for projects?
- TSMG Holding works with internal teams and external vendors to provide resource planning support. This includes work plan allocation, management, and logistics. The Operations Team Lead assists in creating and maintaining resource forecasts in conjunction with customers and vendor/partner sourcing organizations.