Service Operations Analyst ensuring accurate billing and high - quality reporting for call center and help desk services. Collaborating across teams to lead process improvements and manage client communications.
CL
Hybrid Team Lead, Global Delivery Operations
Posted last month
About the role
- Team Lead managing Global Delivery Operations for CCL. Overseeing team performance and program delivery with a focus on client-centric outcomes.
Responsibilities
- Provide daily direction to team members including training, work assignments, and problem-solving
- Develop and mentor staff, providing guidance on how to perform various tasks and navigate the organization
- Facilitate regular check-ins with team members to offer support and ensure a high level of performance
- Ensure team members are knowledgeable and accountable for CCL’s processes, procedures, and systems
- Responsible for the hiring and onboarding of team members when needed
- Create and reinforce an environment of teamwork and team building within the Operations Delivery team
- Perform the team appraisals, reviews, and development plans as well as participate in the Talent Review to represent and give input about the team
- Works with subject matter experts across CCL to ensure Event Producers have the most up to date information
- Collaborate cross-functionally, support, and communicate leadership initiatives and strategies that impact the team
- Navigate and lead the team effectively through change, demonstrating resilience and a positive attitude
- Responsible for local team assignments and coordination with global counterparts for global assignments
Requirements
- Bachelor’s degree
- 2-4 years of relevant work experience managing virtual meetings, training, or a technical background/experience
- Supervisory experience a plus
- Strong skills in Microsoft suite applications (Word, Excel, PowerPoint, MS Teams)
- Experience with Virtual Meeting platforms (Zoom, MS Teams, ClickUp) required
- Program Management Professional (PgMP)®, Project Management Professional (PMP)® or Prince2 certifications preferred
- Depending on the region of support, the ability to speak and write in Spanish may be preferred/required
Benefits
- 403(b) Savings Plan with employer contribution
- Medical insurance
- Telemedicine
- Dental insurance
- Vision insurance
- Health savings and flexible spending accounts
- Paid time off and paid holidays
- Employer-paid short-term and long-term disability
- Employer-paid life insurance
- Employee and family assistance program
- Various voluntary options for additional plans or coverage levels
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