Job Description:
• Leads by example, supporting team members and team leaders to consistently achieve targets in quality, productivity, and client satisfaction.
• Co-manages daily operations with the client, including attendance tracking, task performance, coaching, and problem troubleshooting.
• Conducts regular team meetings and 1:1 sessions to align goals, address challenges, provide feedback, and continually increase employee engagement.
• Joins regular client meetings to ensure all open items are tracked, monitored, and resolved
• Analyzes team performance and workflow data to identify gaps and recommend process improvements.
• Collaborates with the Connext leadership team and the client on staffing plans, tools, and operational enhancements.
• Tracks key performance metrics, prepares reports, and provides actionable insights for operational decision-making, and updates executives in various forums.
• Supports recruitment, onboarding, and training to ensure teams are fully staffed and team members are carefully selected and well-prepared for success.
• Oversees quality assurance activities and ensures adherence to company policies and procedures.
• Leads or contributes to special projects and initiatives with clear, measurable outcomes.
Qualifications:
• Communicates clearly and confidently in English—both in writing and speaking.
• Can explain information well to teammates, clients, and other stakeholders.
• Works well with others and supports a positive, team-oriented environment.
• Open to learning new things and continuously improving.
• Can stay calm under pressure and solve problems as they come up.
• Experience leading a team and managing day-to-day operations.
• Comfortable handling multiple tasks or client accounts at the same time.
• Uses data to make decisions and improve team performance.
• Proficient in Microsoft Excel and other tools like Word and Outlook for tracking tasks and creating reports.
• Organized and able to manage time effectively to meet deadlines.
• Flexible and willing to work any shift schedule and/or work set up.
Screening Criteria:
• At least one (1) year of experience in people management or leadership role in any industry.
• Has managed a team of at least 10 team members.
• Experience talking to and assisting customers or clients, whether they are individuals or representatives from another company (Business- to-business or business-to-consumer setting).
• Must have stable employment history.
