Operations Lead

Key Responsibilities:

• Service Level Agreements: Actively monitor real-time queue volumes, break compliance, and call abandonment rates to ensure adherence to established performance targets, such as maintaining a sub-3% abandonment rate and protecting answer time thresholds.

• Shift Management & Rostering: Build, maintain, and optimize staff schedules, managing leave requests, shift swaps, and ensuring continuous operational coverage across teams.

• Resource Planning & Forecasting: Track staff utilization, capacity, and availability to forecast short-term and medium-term staffing needs.

• Contingency Scheduling: Rapidly identify staffing gaps and coordinate with team leaders or temporary resources to secure coverage during unexpected absences or high-demand periods.

• Administrative Operations: Maintain accurate operational data, update workforce tracking systems, and generate reports on staffing metrics and attendance.

• Cross-Team Coordination: Partner with team leaders to ensure consistent communication, shared best practices, and aligned operational workflows across all teams.

• Escalation & Process Management: Serve as an operational point of contact for administrative or workflow escalations to resolve bottlenecks.

• Project Support: Support with operational projects, change management initiatives, and quality assurance checks across the department.

• Operational and Service Compliance: Conduct regular audits of operational data to maintain high standards of accuracy and compliance. Monitor adherence to data privacy and security protocols when handling sensitive departmental information.

• Complaints and Escalation: Monitor and track incoming complaints and escalations, and promptly distribute them to the Duty Team Lead for investigation and rapid response.

• Training/L&D Allocation: Coordinate training and Learning & Development allocation among team members, identifying the appropriate resources and the best times for training in alignment with service demands.