Job Title: Team Lead, Operations
Department: Operations
Position Type:  Full-Time
Location: Poland/UK
Reports to: Manager, Operations

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest asset — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.


About The Role:  
A Team Leader, Operations is responsible for supervising, managing, and motivating staff to achieve organizational goals and business success. This role entails goal-setting and performance assessment, discipline management and conflict resolution, employee engagement and development, and overseeing day-to-day operations.

Every day, our amazing team provides solutions to prospects and clients, gaining their trust while enhancing long-term partnerships. When you join us, you'll be part of a high-performing team that truly values your contributions will allow you to grow within the business. If you are a self-starter who can meet the challenge, keep reading!

This Is What You’ll Do

• As part of your role you will need to motivate and enthuse your reports ensuring that you are approachable and prioritise employee engagement activities.
• Monitor the assigned work flow throughout the day ensuring that all individual team members are achieving what they need to achieve, reassigning where appropriate.
• Ensure that the team receive monthly feedback in their one to ones and provide adequate coaching and mentoring as required.
• You will have the responsibility of managing the teams performance against the operational goals, this will involve having weekly meetings with the Assistant Manager to discuss improvement plans where necessary and following up with individual team members on a daily basis.
• Co-ordinating with the Quality Auditor to understand gaps and trends in quality, working with them to resolve quality issues and trends.
• You will act as a point of referral and answer employee questions and provide guidance for the team.
• Use initiative to review procedures and identify improvements and efficiencies where possible, and highlighting these to the Senior Global Manager.
• Ensure that you follow the correct change management procedures when embedding new changes.
• Ensure that you are fully informed on the FCA procedure and that the team are working compliantly in line with the procedure.
• Liaise and work with Client care to ensure that client issues are resolved within the required SLA time frame, this may involve attending client calls or client meetings.
• Respond to and work through tickets raised on Salesforce with the team.
• Lead by example by reflecting the company values and managing the team in line with the processes stated within the Employee Handbook.
• You will be expected to keep the Assistant manager fully briefed and informed on all aspects of the UK department.
• Support HR with recruitment needs.
• As this is a new location there may be other duties required to support the set up of the business such as office admin and location set up.

• Are proficient in MS Office Applications particularly in Excel and PowerPoint
• Have excellent interpersonal and communication skills (written and verbal)
• Is a self-starter, proactive, flexible, and adaptable
• Has exceptional organizational and time management skills
• Is able to deal tactfully, courteously, and professionally with all employees

• Minimum qualification - HSC / Diploma (10+3)
• Ability to clearly address problems that arise
• Excellent communication skills
• Leadership skills
• Detail oriented and have the ability to multi task
• Strong client knowledge
• Investigative skills
• English language skills (B2/C1)
• 6 months of minimum experience within Operations Department, preferably in an International BPO/KPO and with knowledge of Sterling restricted clients.

***This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.  It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.


What Are You Waiting For? Apply Today! 
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! 

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.