Team Leader Operations Resume Samples

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KG
K Greenfelder
Kylie
Greenfelder
88458 Grayce Viaduct
Boston
MA
+1 (555) 283 6355
88458 Grayce Viaduct
Boston
MA
Phone
p +1 (555) 283 6355
Experience Experience
07/2015 present
Philadelphia, PA
Team Leader, Operations Banking
Philadelphia, PA
Team Leader, Operations Banking
07/2015 present
Philadelphia, PA
Team Leader, Operations Banking
07/2015 present
  • Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
  • Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
  • Manage team performance and responsible for the overall development of the team
  • Manage and strengthen Client Relationship
  • Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
  • Manage a team of approx. 15 to 18 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
  • Manage a team of approx. 15-18 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
01/2010 06/2015
Detroit, MI
Team Leader, Operations
Detroit, MI
Team Leader, Operations
01/2010 06/2015
Detroit, MI
Team Leader, Operations
01/2010 06/2015
  • Works with the Operations Manager on maintaining department expense budgets in accordance with the planned workload
  • Develop, maintain, trend and report Key Performance Indicators
  • Ensure the effective management both in terms of business objectives and the personal and professional development of direct reports
  • Drives continuous performance improvement for business results
  • Ensures teams maintain a clean orderly work area through use of 5S visuals management tools and standards
  • Establish action plans for improvement
  • Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures
11/2004 09/2009
Phoenix, AZ
Team Leader Operations
Phoenix, AZ
Team Leader Operations
11/2004 09/2009
Phoenix, AZ
Team Leader Operations
11/2004 09/2009
  • Operate as a key contributor to the team to set standard work, audit standard work, and improve standard work while problem solving and tracking MDI
  • Provide feedback on employee and/or team performance to the supervisor and/or manager
  • Manage team workload distribution and structure to ensure consistent good performance
  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximise their performance
  • Responsible for day to day functioning/administrative work including production floor management
  • Performs other duties as assigned by manager
Education Education
Bachelor’s Degree in Computer Sciences
Bachelor’s Degree in Computer Sciences
University of Pittsburgh
Bachelor’s Degree in Computer Sciences
Skills Skills
  • Excellent interpersonal and communication skills. Excellent ability to work well with and develop teams
  • Self-motivated, customer-focused, and having an excellent ability to work well with and develop teams
  • Driving business metrics (e.g., customer satisfaction, service levels, value enhancement, average handling time, profitability, schedule adherence, etc.)
  • Well-developed set of analytical skills capable of troubleshooting a wide variety of simple and interrelated systems
  • Good planning, prioritizing and organization and multiple priority management skills
  • Strong interpersonal and communication (both written and verbal) skills
  • Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management
  • Above average knowledge of computer database system tools, Excel and Powerpoint
  • Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services
  • Responsible for compliance for all processes and policies and developing quality and productivity evaluations
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1

Team Leader Operations Resume Examples & Samples

  • Operations Management: organization and planning of the section's daily activities; analysis of productivity and quality of the team's services; responsible for ensuring that Service Level Agreements (SLAs) are respected with business, and for the optimization of processes within the section
  • People Management: setting and monitoring employee objectives; coaching employees based on performance and quality analyses
  • Communication: inform the team about the Bank's strategy and all possible changes which may affect their jobs
  • Stakeholder Management: create strong and reliable relation with all the stakeholders involved in the activities
  • Conceptual knowledge: you must have general knowledge about account opening at ING, and mandate management in terms of these accounts, so as to be in a position to supervise and support your employees
  • Budgetary management and risks: ensure that current compliance and SOX rules and quality criteria are respected; implementation and monitoring of budgetary decisions (MTP)
  • Reporting: draw up a report on the business and distribute information to the various stakeholders
  • Projects: give the required input to projects and defend the section and customer's interests
2

IS Team Leader Operations System West Resume Examples & Samples

  • Understand the business function and technical areas also to analyze and define information and technical needs
  • Formalize scope and deliverables of IS system solutions
  • Execute the deployment and localization of the global IS system solutions
  • Implement the design, build and deployment of the local IS solutions
  • Manage and build an adaptable, flexible and agile IS organization that attracts, develops and retains the best global talent in order to deliver IS required by PMI, currently and in the future
  • Minimum in SG 09
  • At least has worked for 1 year in current job position
  • University degree in Computer Sciences/Information Systems
  • Additional certificates, degrees or experience in Project Management & Service Management will be an advantage
  • Having 5 to 8 years of experience in Information Services / Information Technology
  • Fluent in English, both oral & written
  • Relocation is provided ( Eligibility as per P&P )
  • Willing to be placed in karawang
3

Team Leader, Operations Resume Examples & Samples

  • Line management activities to be carried out in accordance with statutory, regulatory and company policies and procedures
  • Coordinate Health and Safety and Quality incident investigations and actions
  • Focus on delivery of priorities for both internal and external customers
  • Manage a team, focusing on achieving department objectives / metrics
  • Maintain and improve process efficiencies to achieve business objectives
  • Understand, support and coach team in utilizing PPI / Lean tools for process improvement
  • Develop, maintain, trend and report Key Performance Indicators
  • Maintain compliance for themselves and all reports, through training and competency programme
  • Manage department induction programme
  • Coach, develop and train reports
  • Allocation optimisation of resource through understanding of capacity and process demand
  • 5x GCSE or equivalent experience / qualification (including English & Mathematics)
  • Computer literate with experience using of Microsoft office products including Word, Excel and Outlook
  • Worked within an operational environment
4

Team Leader Operations Resume Examples & Samples

  • Driving business metrics (e.g., customer satisfaction, service levels, value enhancement, average handling time, profitability, schedule adherence, etc.)
  • Monitoring customer servicing calls to ensure flawless servicing execution of Relationship Care to drive positive customer experience
  • Manage attrition of team members through engagement and development. Lead and support Employee Satisfation initiatives
  • Support Customer satisfaction initiatives which drive improvements to the Customer Experience
  • Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management
  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximise their performance
  • Minimum work experience of 5 years
  • Demonstrated follow-up, coaching and conflict resolution skills required
  • Highly effective in coaching within a Relationship Care framework
  • Creative and dynamic thinker
5

Team Leader Operations Resume Examples & Samples

  • Graduate with a minimum work experience of 5-6 years preferably In Card Operations / Customer Services Area
  • As the PA Servicing team is a VoCM team its desirable that the candidate is skilled in driving world class VoCM results
  • A track record in building strong relationships with clients as well as business groups like GCP will be a major differentiator while selecting candidates
  • Since this is a people leading role, prior experience in delivering coaching and feedback, driving employee engagement, problem solving and decision making skills, especially in a corporate servicing environment is desirable
  • Demonstrated skill in driving long term solutions to frequently occurring problems, with minimal external support along with the ability to manage MIS and drive results through analysis of MIS data, and multi-tasking is strongly desirable
  • The operating window of the team is between 8:30 AM and 7:00 PM however it is expected that the candidate would demonstrate flexibility to accomodate business requirements and lead the team through example
6

Team Leader Operations Resume Examples & Samples

  • Experience in the operation and maintenance of a Combined Cycle plant preferred
  • Minimum 5 years’ experience in the Operation & Maintenance of electric generating plants required
  • Demonstrated leadership experience (such as, but not limited to: previous supervisory experience, experience subbing as a leader, leader of a project/assignment, system owner, union steward, or leadership role in a community organization preferred. Demonstrated ownership and involvement
  • Analytical skills necessary to determine current and future operating conditions and trends for optimizing plant performance
  • Well-developed set of analytical skills capable of troubleshooting a wide variety of simple and interrelated systems
  • Ability to identify and implement process improvements
  • Excellent interpersonal and communication skills. Excellent ability to work well with and develop teams
  • Knowledge of Turbine and BOP instrumentation and controls
  • Thorough understanding of the IBEW contract agreement
  • Knowledge of environmental, safety and OSHA regulations preferred
  • Knowledge of Capital and O&M Budget processes preferred
  • Proficient with power plant systems and components
  • Strong planning and coordination abilities
  • Computer skills required
7

Team Leader, Operations Resume Examples & Samples

  • Ensure safe and efficient operation of the terminal, promote safety and prevent incidents
  • Ensure compliance with environmental standards in effect and operate within established parameters
  • Communicate daily with the team, in particular via performance variance controls; set objectives, identify variances and define action plans that address issues and opportunities
  • Have a mobilizing and motivating attitude encouraging the team’s commitment to reach established objectives
  • Ensure compliance with the collective labour agreement and manage work conflicts, if any
  • Report any incident, deviation from standards or abnormal operation and participate in the resulting analysis
  • Make sure interventions are well documented in cases such as lock-in lists, installed blanking plates, valve alignments during transfers, issued work permits, etc
  • Ensure planned inspections are completed and Operations’ preventive work is carried out and make sure they are well documented
  • Define and communicate needs and provide training to operators
  • Make sure all required health and safety training for the team is completed within deadlines
  • Issue a daily operations follow-up report to the Supervisor, Operations, and ensure continued work force planning
  • Act as emergency Operations’ leader
8

Team Leader, Operations Resume Examples & Samples

  • Responsible for overall performance of the team including establishing and achieving key performance indicators, key goals and objectives, risk mitigation, and compliance with supervisory procedures and regulations
  • Full management responsibility for a diverse team of as many as 15 associates
  • Must have an understanding of the team's functions, processes, and/or systems supported by the team, within 6 months of hire, and be an expert within 12 months of hire
  • Must be knowledgeable of and responsible for the development and performance of key systems in US. Must have knowledge of technology and tools available to identify and implement solutions and create process efficiencies for the team in a high-volume, deadline-driven environment
  • Must identify, recommend and implement solutions regarding team processes, systems, regulations, resource allocation, and controls not guided by policies or procedures
  • Responsible for working with other areas in the firm, vendors and auditors
  • Decisions are non-routine and require the exercise of judgment that represents an assumption of business risk. When decisions have significant impact to the firm and our clients, they are subject to review by the Department Leader
9

Team Leader, Operations Resume Examples & Samples

  • Manages the area of responsibility to ensure Manufacturing, Packaging, or Warehousing objectives are achieved
  • Ensures compliance with quality, safety, regulatory requirements, and cGMP guidelines
  • CGMP/Documentation: Performs all functions according to Good Manufacturing Practices (cGMP) and company Standard Operating Procedures (SOP)
  • Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures
  • Manages overall performance (adherence to standard work, attendance, safety, code of conduct, etc.) of assigned shift to achieve expected standards in the areas of Safety, Quality, Delivery, Productivity and Cost
  • Communicates Operations Excellence (OE) principles to associates to improve their understanding and execution
  • Communicates/conducts performance appraisals, both formal and informal
  • Responsible in driving the creation and improvement of standardized work
  • Makes departmental decisions around waiving or deviating established procedures, taking into account any and all safety, environmental, or operational protocols and requirements
  • Ensures escalation process standard work is followed and teams are engaging in Why-Why Problem Solving Activities
  • Ensures all associates receive proper training, such as GMP, SOP, Safety, and Operations. Communicates company objectives to associates. Monitor associate performance and provide coaching and training as required
  • Ensures teams maintain a clean orderly work area through use of 5S visuals management tools and standards
  • Adheres to The Nature's Bounty Co. Health, Safety and Environmental policies. Identifies and reports unsafe conditions and behaviors and takes individual accountability addressing corrective actions
  • Enables, participates and implements continuous improvement ideas
  • Participates in Site Focused Improvement events
10

Team Leader, Operations Resume Examples & Samples

  • Ensuring that team works towards goal of “Zero Error – Zero Queue”
  • Empowering, motivating and keeping the individual contributors focused
  • Drives APM Values and continuous improvement mindset along with the Cultural Amplifiers
  • Ensure the correct and continuous focus by direct reports on managing the process measures under their control and ensuring vigorous and effective root cause analysis / action on signals seen in VF result measures
  • Graduate, with previous working experience in ML and computer/systems skill
  • Overall 6+ yrs exp with min 2 yrs in team handling (on paper)
  • Knowledge of ML systems
  • Be a self-starter and can work independently
  • Have a positive and constructive attitude
  • Flexible to work in 24*7 work environment
  • Training on Soft Skills Strong familiarity with the business needs and Team management
11

Team Leader Operations ANZ Resume Examples & Samples

  • The successful candidate will be part of a team that provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction. Decision making in critical and day to day situation
  • Ensure compliance for all processes and policies and developing quality and productivity evaluations
  • Drive employee engagement
  • Demonstrated follow-up, coaching and conflict resolution skills required. Must be an expert in basic soft skills & technical skills (proficient in Microsoft applications such as MS Excel and MS PowerPoint)
  • Creative and dynamic thinker. Proven history of implementing development and action plans to aid in growing team member skills to drive results
  • Motivated by Variable pay (pay for performance)
12

Team Leader, Operations Resume Examples & Samples

  • Owns the plans for their team’s success and contributions to the business unit priorities
  • A high performing team that meets or exceeds critical metrics and drives business unit priorities
  • Accurate, efficient resolutions to complex escalated customer issues
  • Drives continuous performance improvement for business results
  • Helps team identify, and if needed, remove obstacles, then frames and escalates issues if they cannot be resolved quickly
  • Influence all aspects of performance management including staffing decisions (including hiring and terminations as appropriate), goal setting, development planning, performance evaluations, performance improvement, motivation and recognition
  • Ongoing feedback and discussion with employees regarding: what’s important, how are you doing, priorities to improve. These discussions include: regularly scheduled 1:1s, documentation of 1:1 session, performance plans, and informal meetings
  • Clearly defined process, process mapping, and work flow documentation
  • Implemented process improvements and/or recommendations
  • Key metrics analytics and recommendations to address challenges. Improvements in key metrics
  • AA/AS Degree (BA/BS preferred) and a minimum of 2 years relevant experience or the equivalent combination of education and experience
  • One year or more of previous team lead/supervisor experience in an inbound/outbound call center environment highly desirable
  • Demonstrates excellent communication skills
  • Prioritizes work to meet multiple deliverables and deadlines
  • Communicates information regarding team performance, employee needs and VOE to more senior management. Presents team data to manager and large groups and effectively responds to feedback
  • Rewards and recognizes the right behaviors on the team
  • Demonstrates creativity in seeking new and better solutions
  • Ensures that employees have the development opportunities needed to learn and grow
  • Continuously assesses and improves processes within their scope and recommends improvements
  • Leadership experience in a similar position that demonstrates capability to lead teams
  • Knowledge of the client’s products and customer needs
13

Team Leader, Operations Resume Examples & Samples

  • Identifies measurable key performance indicators (KPI), meets KPI targets, and seeks continual improvement within the team
  • Provides training and coaching to team members on processes, procedures, and technical instructions
  • Uses databases to control inventory and project material, timekeeping and quality processes
  • Works with the Operations Manager on maintaining department expense budgets in accordance with the planned workload
  • Utilizes technical skills of the team to maximize efficiency and thorough completion of hardware assembly, test, warehouse, materials, and inventory assignments
  • Reviews resources and project load to ensure resources are fully utilized while leveraging 3rd party panel shops and local solutions centers in order to be competitively cost effective while meeting customer deadlines
  • Preparing and validating labor estimates and monitor progress towards achieving budgeted goals
  • Works with the Operations Manager and Program Managers to provide input and execute continuous process improvement tasks in production, test, and material control processes to increase quality, efficiency, and safety
  • Coordinates shipping and logistics for the facility
  • Minimum of 3 years experience in management (with direct reports) in a fast paced manufacturing operations environment where successful multi-tasking is required
  • Requires a minimum of 3 years experience in the following
  • Automation Solutions and Field Engineering experience would be helpful
  • IFS training is preferred
14

Team Leader Operations Resume Examples & Samples

  • Any graduate or bearing similar professional qualification in the same or related field
  • Relevant experience in shipping or the BPO industry
  • Excellent communication skills, excellent written and spoken English skills
  • Personal excellence, integrity and accountability
  • Good Presentation skills
  • Open to travel and / or occasional overtime as needed
15

Team Leader Operations Resume Examples & Samples

  • Day-to-day coaching and effective change management for a team of 10-15 front line credit/collections specialists that service and manage past due accounts via inbound/outbound dialer telephone contact
  • Be accountable to effectively drive results to raise the bar on key metrics
  • Be accountable for floor management, ensuring proper production levels, training and retaining employees
  • Regularly communicate the status of the business, progress against goals and ensure direct report are well informed about issues that affect them and their customer
  • Ensure accuracy and quality of customer service through effective monitor techniques and workflow observance
  • Key department metrics are defined by leaders in: Productivity, Quality, Compliance and Collections
  • On-Going flexibility is required as this is a 24x7 call center environment in regards to shift and days worked
  • Minimum 3 months recent leadership experience managing teams of 10-15 individuals in the Low or High Balance Past Due segment of Credit Operations
  • 1 year of successful leadership experience in virtual metric driven environment
  • This individual is results oriented, demonstrates enthusiasm, resilience and a will to win attitude
  • They must have the ability to effectively communicate verbally as well as in writing
  • Be able to delegate, build strong relationships, drive continuous process improvement and handle multiple priorities
  • Candidates should show desire to take on additional tasks, and have flexibility in work assignments based on business needs
  • They need to be an analytical thinker, problem solver and decision maker
  • Effective coaching, training and development of others are required as well as having strong time management, organizational and follow through skills
  • Demonstrated ability to effectively teach strong negotiation and decision making skills ensuring profitability while maximizing recovery of outstanding balances, documents or resolving escalations
  • Must be proficient in Microsoft applications such as Word, Excel, PowerPoint as well as, familiarity with mainframe applications
  • Self-Starter and able to work independently with minimum direction
  • Demonstrated ability to influence, lead and inspire remotely
  • HBS Interim Team Leader (ITL) CEN leadership experience
16

Team Leader Operations Resume Examples & Samples

  • Proven track record of driving extraordinary Customer Service
  • Excellent coaching skills
  • Strong people management and leadership skills
  • Good Interpersonal skills and the ability to communicate at all levels including presentation and public speaking skills
  • Proven ability to drive teams towards high productivity & sustained performance either through people leadership role /designated SPOC role
  • Innovation mindset
  • Analytics and Six Sigma Experience. The American Express competencies for this role are: Ø Drives results Ø Builds Diverse Talent Ø Builds and Leverages relationships Ø Drives Innovation and change Ø Communicates effectively
17

Team Leader, Operations Banking Resume Examples & Samples

  • Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
  • Manage team performance and responsible for the overall development of the team
  • Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
  • Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc
  • At least 2 years
18

Team Leader, Operations Banking Resume Examples & Samples

  • Manage a team of approx. 15 to 18 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
  • Strong background in csr and process
  • Must be 12 months tenure
  • Must have at least 3 rating for the last APR cycle or must have at least an average of 3.6 for the last (4) quarters with no rating below 3.0
  • Must not have incurred NDA / Remedial Action Plan (RAP) for the last 6 months
  • Must not have active/pending Performance Improvement Plan (PIP) & Incident Plan
  • 12months in current role
19

Team Leader Operations Resume Examples & Samples

  • Ensure clear direction and priorities for the shift and that these are aligned with the business unit
  • Coach and lead the team on execution of daily management systems in the business unit such as DDS, CL, RCFA and Operational Standards documentation
  • Improve and sustain assessment scores for DDS, CL, 5S processes
  • Ensure Operational Standards are executed with excellence
  • Work with Maintenance Lead, Engineering and other as needed to ensure follow up to significant issues are captured in RCFA
  • Lead the shift team meeting
  • Communicate team/shift results and needs to business unit manager
  • Manage direct and indirect labor efficiently
  • Track and gap results vs work plan and budget for all KPI’s including safety and quality to deliver team goals
  • Develop Service leaders and other leadership
  • Provide training, coaching and facilitation
  • Manage the Safety system within their area
  • Cross functional operations experience with a strong understanding of various plant functions
  • Strong drive and initiative to make improvements in a variety of areas with a minimum of supervision. Change agent
  • Strong commitment to personal development and growth
  • Strong analytical, problem-solving and decision making skills – Process Thinker – reliance on facts and data
  • Above average knowledge of computer database system tools, Excel and Powerpoint
  • Strong interpersonal and communication (both written and verbal) skills
  • Good planning, prioritizing and organization and multiple priority management skills
20

Team Leader Operations Resume Examples & Samples

  • One year service with Ingersoll Rand preferred but not required
  • Must have demonstrated leadership behaviors/competencies
  • Some training may require out of town travel
  • Basic mechanical aptitude and willingness to learn all roles in a given area of the plant
  • Accepts change and is willing to adapt and learn new tasks
  • Responds to coaching and corrective action
21

Team Leader Operations Resume Examples & Samples

  • Lead a team of 12 - 15 Credit Analysts
  • Responsible for Goal setting, Performance reviews and development plan for all direct reports
  • Responsible for day to day functioning/administrative work including production floor management
  • Responsible for delivery of all customer and shareholder metrics as per goals
  • Work closely with the US Risk Management and other stakeholders
  • Manage churn / attrition of team members
  • Support CSAT initiatives in enhancing / meeting external (VoCM) metrics
  • Strong focus on internal SLAs (Service Level & Aging)
  • Conduct weekly Coaching & Feedback sessions for analysts
  • Provide development opportunities, coaching, and resources
  • Responsible for compliance for all processes and policies
  • Collaborate with console in forecasting, scheduling and leave planning
  • Graduate with about 4 years of relevant experience, preferably in service industry
  • Good communication skills - written and oral
  • Good working interpersonal and people leadership skills
  • Superior global thinking and strong process/quality improvement mindset
  • Knowledge of American Express Credit/Collections is preferred