Job Summary
A financial technology development company needs applicants for an opening for a Remote Offshore Operations Support Head.
Must be able to:
- Ensure volume forecasts and planning requirements are built to manage peak volume periods to ensure achievement of KPIs
- Hire, mentor, develop, and guide a team of managers to efficiently and effectively lead a team of Client Service Associates spanning your region
- Oversee offshore Client Support teams, ensuring day to day operations are running smooth and metrics/KPIs are being met across the teams
Position Requirements Include:
- Minimum 5 years of experience in building and managing client support organizations consisting of multiple teams across a region
- Experience with ticketing systems (e.g. ZenDesk, etc.)
- Experience building, leading and growing high performing teams, preferably in a high growth startup type environment
- Understand what it means to move fast, pivot with change, growth mindset, collaborate cross functionally and bring people together towards a common goal
- Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs, C-SAT and KPIs
- Advanced skills of Microsoft products including Outlook, Word, PowerPoint and Excel. Comfort with BI tools
