Job Description Summary

As Team coordinator you will be responsible for coordinating the team's work: allocating, prioritizing their daily activities. You will be first point of contact for business HRM's and vendors.
This Coordinator role will provide you the opportunity to sense the People Leader responsibilities (mentoring team members, providing feedback and being involved in hiring process) and develop your people management skills as well. You will be performing activities including, but not limited to, information sharing with the team, coaching and mentoring for individual development support, monitoring KPIs and ensuring they are met on team and individual levels and that regular operational reviews are held with relevant stakeholders, identifying areas for improvement and simplification respective to own processes and responsibilities.

Job Description

Roles and Responsibilities

• Be responsible for multiple teams' operational deliveries:
  • Measure end-customer satisfaction through weekly evaluation, develop action plan to mitigate any operational risks or to resolve escalated issues
  • Monitor operational performance leveraging data, facts and metrics; identify and act on any trends or problems to maintain and improve performance levels
  • Reorganize capacities / priorities if needed
  • Close follow up on case distribution / allocation
• Handle escalations and influence necessary parties
• Mentor and coach team members in daily operational questions – provide support, training
• Organize and facilitate team meetings / huddles
• Act as a back-up Team leader when necessary
• Be an advocate and a balanced communicate agent toward the team, help to engage and foster culture and mindset

Required Qualifications

• Proven experience in HR Operations (ideally in a shared service / call centre environment)​
• Bachelor’s degree from an accredited college or university
• Deep understanding of how operational processes work 
• Proven experience of working with large teams across different regions 
• Fully professional English language knowledge both verbal and written
• Good presentation / facilitation skills, being able to reconcile information, translate messages to operational tasks

Desired Characteristics

• Able to explain & interpret the “why” to Stakeholders
• Strong understanding of applied policies, procedures, supported local / country regulations, compliance expectations
• Demonstrated ownership to solve cross-functional problems
• Sharing best practice with the team, giving instructions to resolve issues
• Suggesting opportunities & root cause issues proactively, highlighting them to operations teams, initiating and driving change/ improvement
• Metrics ownership, being mindful about capacity allocation within the team
• Can serve as an escalation point of difficult issues for senior stakeholders
• Coaching- mentorship attitude
• Project management experience 
• People Leader experience is a plus

Additional Information