MSP Operations Team Lead
We are Indeed Flex. We Help People Get Jobs. Right now, we’re hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we’re taking a radically different approach: providing job seekers with control, ownership, and choice so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019, and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support we’ve been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!
Main Purpose
The main purpose of the Operations Team Lead is to support the Operations Team in providing our clients and partner agencies with compliance verification, shift scheduling, optimizing shifts for attractiveness, confirming venue notes, new account provisioning, shift requirements, and key client integrations. This individual will support identification of new tools, training, coaching, and knowledge sharing to develop the capabilities of their team to meet performance KPIs and SLAs.
Responsibilities & Duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities and duties of the position.
- Support Operations Management with executing and improving workflow and processes for service delivery, case management, shift handoffs, escalation and de-escalation, and building customer loyalty
- Monitor and measure team performance and conduct regular one-on-one sessions with each team member
- Support the hiring process, including reviewing applications, interviewing, onboarding, and training when needed
- Coordinate with cross-functional teams, internal and external, to build customer-centric, efficient, and scalable operations strategies
- Drive a culture of collaboration, respect, and inclusion
- Ensure clear, cohesive, and prompt communication of all changes, updates, and outstanding global issues to the team on a regular, proactive basis
- Minimum two (2) years of supervising a team of support representatives in a high-volume, high-urgency environment with omnichannel support platforms
- Highly proficient in delivering best-in-class customer service and support in an omnichannel support environment
- Demonstrated support in providing strong leadership and direction to a team of direct reports with performance management and communication for an a-synchronous, globally distributed team
- Expertise in digital support platforms, including CRM, knowledge repositories/wikis, data management, data visualization tools, analytics & reporting, etc
- Expertise in Google Workspace or Microsoft equivalent
- Exceptional interpersonal skills to collaborate and communicate effectively with relevant internal and external stakeholders at all levels of the organization
- High level of technical acumen and proficiency to learn and utilize new software and technologies quickly to continuously evolve and improve our tech-driven advantage
- High level of analytical and critical thinking skills with a strong drive to investigate, analyze, and resolve simple and complex problems
- Strong organizational and time management skills to manage multiple priorities and meet conflicting deadlines with minimal direct supervision
- Highly proficient with Microsoft Office / Google Workspace software suite
- Highly proficient with utilizing several tools to enable real-time collaboration with a globally distributed workforce, such as Miro, Monday, Salesforce, Google Meet, Zoom, Slack, etc
- A commitment to driving the Indeed Flex mission: to help people get jobs instantly
- $60,000 to $80,000 base
- Performance-based bonus
- Medical, Dental, Vision, and 401K
- Access to all Company & Employee Benefits
- 25 days PTO (prorated) + Birthday Day Off
- 8 Public Holidays
- Duvet days
- Laptop + WFH equipment
- Hybrid working model - we work best collaboratively, so we’ve provided a workspace where you’ll thrive whilst still giving the flexibility to work remotely when you need
- Volunteer days
- STIPs (Short Term Incentive Plan)
- Regular team-building events
You’ll fit right in at Indeed Flex if:
- You’re a great communicator and highly collaborative. We’re best when we all pull in the same direction
- You don’t mind doing the work, whatever it is - you can see the impact at the end, and you’re in it for the long haul
- Data is your heart and soul - you know you need it to drive you in the right direction
- You’re proactive and always willing to learn
- You can navigate the ambiguity and high levels of autonomy in a scale-up environment - you know what we’re about, and you want to be a part of it.
