Operations Team Lead

About the role

This is a temporary one‑year position covering an employee’s mandatory military service. The Operations Team Lead is responsible for leading, managing and optimizing day‑to‑day operations across driver registration, vehicle registration, document renewals and auto‑acceptance workflows, while overseeing real‑time queue management, backlog control, volume distribution and agent capacity planning to meet SLA targets.

Key responsibilities

• Operational KPI & Capacity Management – track daily, weekly and monthly KPIs, monitor real‑time ticket volumes, dynamically reassign agents and balance workload to meet backlog and SLA targets.
• Team Leadership & Performance Tracking – lead, mentor and manage the operations agents, monitor individual output, conduct 1‑on‑1 reviews, shift huddles and provide onboarding and continuous training.
• Process Governance & SOP Oversight – ensure strict compliance with SOPs for driver registration, vehicle registration, document renewals and auto‑acceptance audits, including fraud detection and document authenticity checks.
• QA Collaboration & Continuous Improvement – work with the QA Lead to analyse audit results, perform root‑cause analysis and propose automation or SOP enhancements.
• Reporting & Stakeholder Management – generate daily performance, backlog and volume reports, present metrics in weekly and monthly business reviews and act as escalation point for cross‑functional stakeholders.

Required skills

• BeeHive platform
• Admin Panel
• Slack
• Google Sheets
• Looker
• Zendesk
• Microsoft Excel (advanced)