Site Lead AGI DS - Amman, الأردن - myGwork

وصف

• Develop and drive the overall direction, coordination, service delivery and evaluation of Data Services operations activities
• Set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets
• Collaborate with internal partners to build input-focused operating plans for achievement of key measures
• Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice
• Develop, implement, or change processes as necessary to allow the org to scale at an accelerated pace, while managing cost and, without impacting customer experience
• Implement bar-raising programs aimed at hiring and developing top talent and build career development road-map for site operations teams
• Inspire front line teams to go beyond the standard "call of duty" to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams.
• Create closed-loop feedback processes where data associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools.
• Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations.
• Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of
• Foster a work environment that respects and is responsive to the needs of a diverse staff
• Achieve site-wide improvements in Privacy, Operations, Quality, Productivity, Cost, Customer experience and People metrics.
• Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain and data associate frustration.
• Improve the experience of the data associates & managers as measured by improvements in attrition and employee engagement surveys.
• Work with Operations Engineering leadership / Engineering managers to clearly articulate feature requirements for associate toolsets, user interfaces, and business logic for the efficient handling of work volumes.