Operations Team Lead

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Intellect Full time
Job Overview

The Ranger Operations Specialist plays a vital role in overseeing the effective management of day-to-day operations and workforce resources for Intellect's helpline and crisis intervention services.

Key Responsibilities
  • Lead a team of helpline and crisis intervention supervisors, ensuring effective performance and adherence to operational standards.
  • Provide ongoing guidance and support to supervisors and rangers to ensure consistent, high-quality service delivery.
  • Develop, implement and monitor key performance indicators to assess service quality and staff performance in line with organisational goals.
  • Conduct Root Cause Analyses (RCA) to investigate incidents of non-compliance, unresponsiveness or other behaviour concerns, and develop actionable improvement plans.
Workforce Management

The Ranger Operations Specialist will establish and manage daily rostering of supervisors and rangers to ensure proper shift coverage for 24/7 global operations, while adhering to regional labor laws and organisational guidelines.

Service Delivery and Crisis Support

This role ensures that helpline and crisis intervention services are provided in a timely and professional manner, meeting the needs of clients.

The Ranger Operations Specialist acts as a point of escalation for complex or high-risk crisis cases to offer strategic guidance and support, while being prepared to step in and directly manage escalated helpline calls, manager support helpline and crisis intervention requests, assessments, deployments as needed.



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