Senior Team Manager - Operations

About the Position

We are seeking a Senior Team Manager - Operations to lead our team, manage expectations, and ensure performance excellence within the studio.

Responsibilities

• Analyze employee data and performance
• Manage employee expectations 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 a 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 the team, subordinates, and with other departments
• Increasing the effectiveness and efficiency of subordinate’s performance through improvements of Operations functions within the 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

Requirements

• 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 a significant volume of entry-level employees
• Proven track record of significant quality improvements and optimizations in the 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

We Offer

• Competitive salary
• Full-time position
• Opportunity to work in a dynamic and growing company

About the Company

[Company description if present]

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