Operations Team Leader

Summary about this job

Detail information about job Operations Team Leader. Terms and conditions vacancy

About us

First Advantage is widely recognized as the global and Asia Pacific leader in background screening solutions. As the trusted partner of over 45,000 organizations worldwide, we at First Advantage provide easy-to-understand background screening results so you can confidently make decisions about prospective employees, vendors and contractors. 

We offer opportunities and a clear career path for personal and professional development, as well as a rewarding package for someone who is determined to become a successful leader in our organisation.

The Position

Fixed Term to 31 December 2018 Covering Maternity Leave.

As Operations Team Leader you will be responsible for the output of an In-house Team. The co-ordination of the input and the resources of the team, the delivery of First Advantage products and service in line with service level and financial budgets as well as training, appraising, goal setting and supporting team members.

Responsibilities

• Ensure the delivery of high quality service and all requirements as per client service levels agreement are met in a timely and accurate manner.
• Maintain a high level of product and service knowledge such that one could explain the range of services and their benefits to both internal and external customers.
• Monitor activity at a check level and search level to ensure any issues or delays are identified and followed up immediately.
• Provide innovative, future-focused solutions to customers' needs.
• Collaborate with other business groups in First Advantage to improve customer service and business performance.
• Ensure activity relating to case initiation, missing Information, case status reporting, client reports, case monitoring, requests for information, special client requests is achieved,
• Ensure all other operational administration tasks including but not limited to operational reporting, call monitoring, resource updating, and workflow coordination is completed within the agreed time frames.
• Plan and Coordinate Training for new employees
• Participate in the recruitment for new employees
• Call monitoring as service level agreements and internal quality monitoring

Skills and Experience

• At least 2-4 years experience within a call centre environment
• Qualification in business operations, leadership or equivalent. 
• Understands and has significant experience in leading change within a range of business and national cultures
• Ability to manage own time effectively
• Superior oral and written communication across all levels and the ability to actively interact with all team members and external customers in a professional and positive manner

Do you have?

• A high level of attention to detail
• Problem-solving skills, can think on their feet and use initiative
• Good Time management skills
• The ability to work within a team environment and individually Building Relationships
• Being Accountable
• Innovative Problem Solving
• Leadership skills
• Ability to work with minimal supervision

Want to join us?

To submit your application in strict confidence, please apply online using the link below.

Please include a cover letter with your application.

Applicants for this position must be eligible to work in NZ.