Job description
Why Exela?
Help us revolutionize the way that business around the world gets done. As a member of Team Exela, you’ll join a passionate, creative, and knowledgeable group of experts covering a wide range of industries and business sectors all driven by the same goal: To accelerate digital transformation.
A job at Exela represents an opportunity to join a vibrant community at the forefront of business innovation and to play a valuable role in an ongoing technological revolution. Exela’s core values of Authenticity, Accountability, and Action guide us to provide exceptional experiences for both our customers and our employees.
Job Title: Operations Team Lead -29652
Position Type: Full time – Regular
Location: Los Angeles, CA 90067
Shift: M-F 10am-7:00pm
Benefits: Dental, visual, etc.
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.
Job 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.
Skills:
- Proven track record of successfully leading teams to achieve performance goals and deliver high-quality services to clients.
- Strong analytical and problem-solving skills, with the ability to assess complex situations, identify underlying issues, and develop effective solutions.
- Ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing priorities or business needs.
- Knowledge of industry regulations, standards, and best practices related to core services, with a commitment to compliance and quality assurance.
- Strong leadership qualities, including integrity, accountability, resilience, and the ability to motivate and inspire team members to achieve excellence.
Requirements:
- Bachelor's degree in assistant manager 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.
