Agent Operations Lead

Role Description

This role will report to the Head of Tailwind Operations. You will manage a team across different time zones and locations.

Qualifications

• Five or more years of experience in service operations or hospitality.
• Generalist profile with experience supporting international or fast-growing companies.
• Proven track record optimizing back office tasks and operational processes.
• Able to analyze how people work, understand workflow patterns, and identify challenges through data.
• Someone who pushes teams to automate instead of adding people to solve operational bottlenecks.
• Highly tech-savvy with hands-on experience using workforce management and automation tools.
• Strong ownership mindset, urgency, and follow-through.
• Experience managing multicultural and remote teams.
• Familiarity with AI-driven routing, tagging, and performance analytics tools.

Requirements

• Oversee daily agent performance and ensure SLA compliance across all shifts.
• Manage adherence, attendance, and scheduling for the 24/7 team.
• Maintain a weekly break schedule that balances coverage and team well-being.
• Handle shift swaps and last-minute coverage adjustments.
• Verify agent setup compliance including monitors, internet stability, and required tools.
• Maintain consistency across all shifts, teams, and time zones.
• Identify operational patterns in workflows and use these insights to drive automation.
• Build schedules based on forecasted reservation and message volume.
• Analyze volume trends using tools such as PowerBi to improve schedule efficiency.
• Develop predictive staffing models to determine when new hires are needed.
• Collaborate with engineering and automations to connect data sources.
• Adjust schedules proactively for seasonal peaks and partner onboarding activity.
• Own the Performance Management Framework including verbal, written, final warning, and PIP processes.
• Improve visibility of agent performance metrics through a live leaderboard.
• Work with the automation team to ensure accuracy of dashboards.
• Create bonus systems tied directly to performance data.
• Deliver weekly operational reports covering SLA, adherence, forecast accuracy, and automation opportunities.
• Work closely with the Head of Operations to build scalable operational systems.
• Coordinate with Partner Success to ensure service quality meets expectations.
• Promote a culture that values performance, transparency, and data-driven decision making.
• Lead the team by identifying their challenges and guiding them toward automation-first solutions.

Company Description

Extenteam is a staffing and proptech company that helps short term rental operators. Our mission is to help our existing client base of 300 property management companies become more efficient and automate their operational processes using our Tailwind platform.