Operations Support Lead

Role Description

The Operations Support Lead provides leadership and guidance to the Operations Support team, ensuring smooth daily operations, task delegation, and workflow management while supporting EnterSource products and services to customers, company affiliates, and company team members in a manner that aligns with the company culture, mission, vision, values, virtues, policies, and procedures while meeting safety and quality standards and delivering a top-level customer experience. The Operations Support Lead serves as the bridge between the Operations Support Coordinators and Supervisors, offering training, support, and problem resolution. Someone in this role will be expected to demonstrate skills such as attention to detail, willingness to learn, complete new tasks as needs change, a sense of urgency during peak volume times throughout the day, and an ability to prioritize workloads.

• Oversee the daily activities of Operations Support Coordinators.
• Assign and monitor workloads, ensuring timely completion of tasks.
• Provide training, mentorship, and performance feedback to the team.
• Serve as the escalation point for complex scheduling, customer, or field issues.
• Ensure consistency in data entry, documentation standards, and communication protocols.
• Collaborate with project managers, field supervisors, and other departments to align operational activities.
• Maintain an understanding of Google Workspace applications.
• Support the Supervisor with reporting, tracking KPIs, and continuous process improvement initiatives.
• Assist with developing and updating standard operating procedures and process documentation.
• Contribute to assignments and/or projects as they come up and as the business changes.

Qualifications

• Excellent customer service and written, verbal, and interpersonal communication skills.
• Strong leadership, organizational, and decision-making abilities.
• Possess telephone and email etiquette skills.
• Ability to read and understand procedures, written documentation, and training materials.
• Demonstrate respect for others, high ethical standards, and a strong work ethic emphasizing team commitment.
• Strong organizational and time management skills.
• Follow-through and the ability to multi-task and meet deadlines.
• Ability to work under pressure and respond with urgency.
• Ability to work independently and willing to research and suggest creative solutions.
• Adapt to change and have the ability to prioritize.
• Ability to learn quickly and grasp new instructions easily.
• Strong computer navigation skills and knowledge of Google Workspace applications or Microsoft Office equivalent.
• Ability to type 50 WPM.
• Operate effectively in a dynamic and rapidly changing technology environment, paying close attention to details.
• Maintain accurate records and reporting.
• Maintain 811 certification credentials.
• Ability to report to and operate out of an assigned office location or remotely based on company needs.
• Willing to work flexible hours, including weekends, holidays, and overtime as needed.

Work Environment

The physical demands and work environment described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This job operates in a professional office environment. It routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. It is largely a sedentary role with some walking and close vision requirements. The noise level in this work environment is usually moderate to quiet. The employee is regularly scheduled to work 40 hours a week and can be scheduled any day of the week, Monday through Sunday, 365 days a year, including holidays.