Team Leader

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About Flexscale:

Flexscale is a US-based staffing company founded in 2021. We specialize in connecting startups and global enterprises with high-quality, international talent to scale their operations. With a focus on Operations, Finance, and Engineering, we work with over 50 agents and serve more than 15 customers. At Flexscale, we are committed to finding great clients that our partnered talent deserves to work with. We prioritize fostering inclusive work environments, resolving conflicts between clients and partners, and ensuring clients are adequately prepared to outsource their operations.

Job Summary:

The Operations Team Lead (TL/CRM) is a critical role responsible for overseeing a team of remote agents, ensuring that all performance standards are consistently met and exceeded. This position is pivotal in driving client satisfaction by proactively managing team performance, resolving issues, and fostering a positive and engaged team environment. Additionally, the Operations Team Lead will play a significant role in building and maintaining strong client relationships, ensuring that service delivery aligns with and surpasses client expectations.

Key Responsibilities:

Performance Management:

~Monitor and track key performance indicators (KPIs) for remote agents.
~Provide regular feedback and support to ensure consistent achievement of goals.

Team Leadership:

~Lead, mentor, and develop a team of remote agents.
~Foster a positive and collaborative work environment that encourages continuous improvement and high engagement levels.

Client Relationship Management:

~Act as the primary point of contact for clients.
~Address concerns, provide updates, and ensure that service delivery meets or exceeds client expectations.

Issue Resolution:

~Identify and address performance issues, infractions, and client concerns promptly.
~Implement corrective actions as needed to maintain service quality.

Productivity Enhancement:

~Develop and implement strategies to enhance team productivity and streamline processes.
~Improve overall efficiency in service delivery.

Proactive Communication:

~Maintain open and proactive communication with both clients and teaUpgrade to see actual infombers.
~Ensure alignment on goals, expectations, and any potential challenges.

Reporting and Analysis:

~Prepare regular reports on team performance, client satisfaction, and other relevant metrics.
~Use data to drive informed decision-making and continuous improvement.

Continuous Learning:

~Stay updated on industry trends and best practices.
~Apply new knowledge to improve service delivery and team management.

Career Growth:

~This role is designed as a growth position within the organization.
~As the TL/CRM gains a deeper understanding of the company’s processes, business operations, and client management strategies, they will be considered for promotion to the Operations Manager role.

Qualifications:

~Proven experience in client relations, team leadership, or a similar role within a fast-paced environment.
~3-5 years of experience managing all-remote teams, particularly in a remote work environment or BPO setting.
~Strong understanding of performance management and team development strategies.
~Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
~Strong problem-solving skills, with a proactive approach to managing challenges and conflicts.
~Ability to analyze data, prepare reports, and make data-driven decisions.
~Experience in creating or spearheading workforce trackers.
~A commitment to continuous learning and personal growth within the organization.
~Must have a builder mindset, comfortable working with start-up companies or have had experience working with start-ups.

Preferred Qualifications:

~Familiarity with the company's services and client base.
~Previous experience in a role with potential for growth into operations management.

What We Offer:

~Full-Time Opportunity: Secure a full-time, long-term position working directly with Flexscale's internal team
~Competitive Compensation: Receive an above-market salary that values your skills and contributions.
~Work From Home: Enjoy the flexibility of remote work, enabling you to balance your professional and personal life effectively.
~Generous Paid Time Off: Start with 18 annual paid leaves from your first month, ensuring you have plenty of time to relax and recharge.
~US Holidays Observance: Celebrate important cultural Upgrade to see actual infonts with designated US holidays.
~Free HMO Coverage: Access comprehensive healthcare with free HMO coverage, prioritizing your well-being.
~Supportive Workplace Culture: Thrive in a diverse and inclusive environment that fosters collaboration and personal growth.