Job Location: Charlotte, NC, Work from office only
Role Summary:
We are seeking a highly motivated and organized Operations Lead to join our dynamic team. The Operations Lead will play a key role in ensuring the smooth and efficient day-to-day operations of our organization. This individual will be responsible for leading and managing teams to meet service level agreements (SLAs), effectively handle client relationships, and drive performance excellence. A special focus will be on utilization, efficiency, attendance management, and leveraging strong data analytics skills to optimize operations.
Responsibilities and Duties:
Lead and manage teams to meet and exceed SLAs by ensuring efficient and quality service delivery.
Proactively manage client relationships, addressing client needs, and ensuring a high level of satisfaction.
Oversee daily operations, monitor key performance indicators, and optimize processes to achieve efficiency and quality.
Implement attendance management strategies to ensure a consistent and reliable workforce.
Lead, motivate, and develop a team to achieve operational goals and uphold high standards in SLA compliance.
Identify areas for improvement in operations, client management, and employee performance and recommend changes.
Develop and maintain operational policies and procedures with a focus on SLA adherence.
Prepare reports and analysis on operational performance with an emphasis on utilization, efficiency metrics, and data analytics.
Ensure compliance with industry regulations, quality standards, and SLAs.
Collaborate effectively with colleagues from diverse locations, including Mumbai, Manila and Fargo to achieve project goals and ensure seamless communication across international teams.
Required Skills & Abilities:
Bachelor's degree in business administration, operations management, or a related field.
Proven experience in a supervisory or assistant management role in operations, with a strong emphasis on SLA management, client management, people & performance management, and strong data analytics skills.
Strong analytical and problem-solving skills.
Excellent communication and leadership abilities.
Proficiency in data analysis and use of relevant software and tools.
Knowledge of industry-specific regulations, quality standards, and SLA principles.
Ability to work in a fast-paced and dynamic environment.
Detail-oriented with a commitment to quality and efficiency.
Education & Experience:
Associate Degree or above
Employee Status:
Full-Time; Non-Exempt
Benefits:
Health, vision, dental, 401k, PTO and tuition discount
Weekend Shifts:
None
Holidays:
On Rotation
Reports To:
Operations Manager
Company Information
Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our team’s experience and expertise in documents, administrative and business services. With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore and onsite delivery of our award-winning services.
If you are exceptional at what you do, we would love to put you to work in an exceptional company in an exceptional position.
We are One. We are On.
Follow us https://www.linkedin.com/company/integreon/
Visit us at www.integreon.com
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management, Design, and General Business
Industries
Legal Services, Business Consulting and Services, and Graphic Design
Referrals increase your chances of interviewing at Integreon by 2x