Business Operations Team Lead

3 weeks ago


Liverpool, Liverpool, United Kingdom MSite for Balfour Beatty Full time

Job Overview

MSite for Balfour Beatty is seeking a highly motivated and experienced Business Operations Team Lead to join our team. In this role, you will be responsible for managing and coordinating the delivery of MSite projects to our customers.

Key Responsibilities

  • Lead, mentor, and motivate a team of operations professionals to achieve individual and collective goals.
  • Ensure the Operational team are trained to the appropriate level on all MSite product modules.
  • Conduct regular performance reviews, 121's to identify training needs, and provide opportunities for skill development.
  • Foster a positive and supportive work environment that encourages teamwork and collaboration.

Customer Service Strategy

  • Develop and implement customer service strategies to enhance customer satisfaction, NPS, and retention.
  • Analyse customer feedback and service metrics to identify areas of improvement and take proactive measures to address them.

Process Improvement

  • Continuously review and enhance customer service processes and procedures to streamline operations and improve efficiency and quality.
  • Implement best practices to enhance customer service operations and reduce response times.

Data Analysis and Reporting

  • Track and analyse customer service metrics and KPIs to measure team performance and identify areas for improvement.
  • Prepare regular reports for management, providing insights and recommendations for enhancing customer support services.

Requirements

  • Proven experience in Resource management.
  • Proven experience in delivering outstanding customer service.
  • Previous experience in software and IT support within a fast-paced working environment.


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