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TSMG

Posted 25 months ago

Open

Operations (Ops) Team Lead

PhiladelphiaOn-siteFull-time

AI Summary

Leads and coordinates the field data collection operations team, ensuring day-to-day performance, coaching, resource planning, and process improvements across the surveying program.

About this role

The Operations (Ops) Team Lead role assists in overseeing day-to-day operations, providing guidance and management where needed to the Drivers. The Ops Lead reports to the Country Manager.

Primary Responsibilities:

  • Manage team of Data Collection Driving Operations field resources
  • Drives day-to-day operations following standard operating procedures
  • Assist in identifying knowledge gaps, coaching, mentoring and the professional development field surveyors
  • Conduct periodic reviews with teams and Program Managers
  • Facilitate teams meetings to disseminate relevant information to the Team
  • Collaborate with other Team members to manage the collective workload and coordinate various logistics including coverage for Team members as needed
  • Provide Subject Matter Expert (SME) advice on regional issues and concerns
  • Assist with strengthening relationships with: Internal/ External Customers and vendor/partner organizations
  • Participate in weekly and monthly business review meetings with internal and external stakeholder
  • Assist in gathering and analyzing reporting details
  • Provide status reports (weekly, monthly, etc.) as required
  • Support with special projects; Invoice verification, and reporting metrics as needed
  • Work with internal teams and external vendor/partner teams to provide resource planning support (work plan allocation/management/logistics/etc.) for applicable projects and programs
  • Assist with creating/maintaining resource forecast in conjunction with customer for vendor/partner sourcing organization
  • Assist in adherence to quality, safety and financial controls
  • Identify and monitor performance trends and take necessary corrective actions to meet
  • SLA targets and ensure customer satisfaction.
  • Provide insight, guidance, Continual Service Improvement and Service Assurance support
  • Assist in driving service improvement programs and initiatives
  • Ensuring RCA contains the proper analysis methodology, documented actions, root cause identification and effective proactive and corrective actions.
  • Escalate issues (performance/functional) to management team as needed
  • Additional duties as defined

    • Required qualifications:

  • Experience as a people manager, and/or operations lead
  • Strong written and verbal communication skills
  • Able to work at a fast pace, manage a heavy flow of emails, and be interruptible to address urgent program issues
  • Great people management skills (effective communication, understanding, respectful, able to build rapport, set clear expectations, give constructive feedback, etc.)
  • Self-motivated with a proven track record
  • Team player and willing to assist when and where needed
  • Ability to analyze data and establish measurable action plans to improve performance
  • Ability to travel

    • Preferred qualifications:

  • Bachelor's Degree or equivalent experience
  • Field surveying program specific knowledge

    • Skills

    Budget And InvoicingCommunicationCSR And Service ImprovementData AnalysisPerformance MetricsQuality ControlRCAReportingResource PlanningRoot-cause AnalysisSafety ComplianceSOP AdherenceTeam LeadershipVendor/partner CoordinationWorkload Management

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