About the Role
As a Team Lead managing the Global MATO team, you will support, operate, scale and improve Community Operations with a heavy focus on performance & people management through data analytics and leading a team of individuals to deliver stellar outcomes. Employing continuous process improvement, advocating passionately on behalf of our community to influence the overall customer experience, and managing partner relationships across the larger business to set the right expectations and deliver on them.
The ideal candidate for this role should have strong interpersonal skills, be excellent at time management, results-oriented, and driven to manage change and performance consistently. This role also requires the candidate to work well under pressure and on their own with minimal supervision.
What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Manage performance and get results: Analyze, strategize, implement action items, and empower your team to meet and exceed targets on quality, efficiency/productivity, customer, and costs, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
- Lead, coach, mentor, and empower people: Coach your team members, develop your own people, guide them, and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
- Build and maintain partner relationships: Interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
- Drive accountability on policies, house rules and other guidelines: Reinforce compliance with company policies such as house rules, attendance policies, and PIP guidelines. You will ensure that you and your team members do the right thing each time, even if it means doing the difficult things.
- Lead improvements on support logic and processes: Review, manage and proactively suggest improvements to current policies and processes to ultimately win our employees, customers and partners over.
---- Basic Qualifications ----
- Proficiency in MS and Google Applications
- Communication: Proficiency, pronunciation, active listening, spoken English / understanding, vocabulary, and grammar
- Change Management: Flexible and adaptable to handle changes of the business
- Conflict Management: Knows how to handle internal and external conflicts while ensuring that they remain professional
- Basic project Management Skills
- People Management
- Stakeholder Management
---- Preferred Qualifications ----
- People Management Skills: 1 year of experience. Proven ability to coach, mentor and lead people by embodying optimistic leadership. Should also be able to plan for development opportunities for team members.
- Project Management: Should have a basic understanding of Queue mitigation concepts such as Out of Office Shrink and predicting output based on TPH. Should display deductive thinking and be familiar with concepts such as “Pareto thinking”.
- Partner Management: Can facilitate, drive meetings with partners and stay on top of new information to pass along to the team; can communicate the “why” behind information.