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Operations Team Lead

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Los Angeles, California, United States Exela Technologies Full time
Job Description

Why Exela?

At Exela Technologies, we're revolutionizing the way businesses operate globally. As a member of our team, you'll join a dynamic group of experts from diverse industries and sectors, all driven by a shared goal: to accelerate digital transformation.

A career at Exela represents an opportunity to be part of a vibrant community at the forefront of business innovation and to play a valuable role in an ongoing technological revolution. Our core values of Authenticity, Accountability, and Action guide us to provide exceptional experiences for both our customers and our employees.

Job Summary:

As a Team Leader, you will oversee and coordinate the day-to-day operations of a team responsible for delivering core services to our clients. You will play a key role in ensuring the smooth functioning of operations, optimizing team performance, and maintaining high-quality service delivery. This position requires strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving.

Key Responsibilities:

  • Supervise and lead a team, providing guidance, support, and coaching to ensure team members meet performance targets and deliver exceptional service to clients.
  • Manage team workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines.
  • Collaborate with other departments or teams to coordinate cross-functional initiatives, resolve service-related issues, and implement process improvements to enhance efficiency and effectiveness.
  • Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development.
  • Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction.
  • Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences.
  • Stay informed about industry best practices, emerging trends, and regulatory requirements related to core services, and share relevant insights or knowledge with the team to promote continuous learning and development.
  • Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset among team members.
  • Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information.

Requirements:

  • Bachelor's degree in a relevant field or equivalent combination of education and relevant experience.
  • 2+ years of experience in a similar role, preferably in a client services or operations environment, with demonstrated leadership experience.
  • Proficiency in Microsoft Office suite (Word, Excel, Adobe Acrobat, PowerPoint) and experience with customer relationship management (CRM) systems or service delivery platforms.
  • Excellent communication skills, both verbal and written, with the ability to articulate ideas clearly, influence others, and build rapport with clients and team members.