Operations Team Lead

Description

Position Overview The Team Lead is responsible for the day-to-day people management, performance coaching, and operational oversight of our client's Operations advisors. The Team Lead serves as the primary point of contact for advisor development, attendance, scheduling, and team communication across their assigned location.

Core Responsibilities New Hire Onboarding & Training Own Day 1 advisor onboarding including setup, welcome, and expectation setting Conduct new hire readiness assessments to determine when advisors are production-ready Lead API task training for advisors Own and maintain daily, weekly, and monthly advisor accountability checklists Support process leads on training content and SOP development Performance Management & Coaching Conduct weekly and monthly one-on-one meetings with all advisors Own Tier 2 performance and behavioral coaching for advisors Collaborate with QA Process Lead on advisor QA score improvement plans Deliver in-the-moment coaching as situations arise Issue verbal warnings as first level corrective action Participate in written warnings and corrective action processes in partnership with Delivery Lead Consult on PIPs, role reassignments, and termination decisions Schedule & Attendance Management Approve schedule requests of less than 3 days Own staffing to business requirements and coverage planning Document and coach initial attendance issues Enforce clean desk policy Monitor and report daily and weekly task status Task & SLA Monitoring Monitor scorecards daily and communicate trends to team Own SLA monitoring and deadline management Escalate past due and aging tasks in partnership with Process Lead Provide daily and weekly task status reporting Communication & Collaboration Own team-wide communication including announcements and policy changes Own cross-location communication to ensure Austin and Raleigh receive consistent information Provide regular progress updates to Delivery Leads Participate in delivery team virtual presence calls to receive coaching and support Quality Assurance Support Act on QA coaching requests from QA Process Lead related to advisor performance issues Consult on QA calibration sessions and quality standards training Consult on QA guidance materials for advisors Success Looks Like Advisors are onboarded, trained, and production-ready on schedule One-on-ones happen consistently with every advisor SLA targets are met and past due tasks are escalated proactively Attendance and performance issues are documented and addressed early Team receives consistent, timely communication across both locations

Skills
macos, Customer support, Customer service, Support, people management, people operations, operation support, operation management, analytical skill, process improvement

Top Skills Details
macos,Customer support,Customer service,Support,people management,people operations,operation support,operation management

Additional Skills & Qualifications

See JD

Experience Level

Intermediate Level
Job Type & Location
This is a Contract position based out of Cary, NC. Pay and Benefits
The pay range for this position is $40.00 - $40.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.

Benefits are subject to change and may be subject to specific elections, plan, or program terms.

If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Cary,NC. Application Deadline
This position is anticipated to close on Sep 4, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.