Join Us! At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us! As a Business Process Team Lead you will be responsible for providing excellent direction and management of a team of legal associates as they answer questions and resolve issues. You will serve as an escalation point, and might connect with customers via phone when complex issues arise. Position Responsibilities: Manage individual and team performance against agreed service levels and deliverables; identify initiatives to meet or exceed objectives and key results Compile and report weekly, monthly and quarterly metrics identifying insights and challenges with proposed solutions that drive effective workflow process improvements Facilitate presentation of key performance metrics with leadership and/or business stakeholders to drive improved operational efficiency Hold 1:1 meetings with individual team members to discuss performance, disseminate information and action on work / non-work related issues Share verbal and written feedback and administer performance reviews; act as an employee coach, mentor and advocate to support ongoing employee professional development Design and implement incentive structures, to improve performance and ensure positive team and individual employee engagement Interview, and onboard new team members across all business workflows Demonstrate excellent time-management skills in fast-paced operations Work towards building a team with growing expertise (high tenure, low attrition) Ensure employees have appropriate training and other resources to maintain a high-quality work environment to enable high engaged and high performing teams Efficient and effective stakeholder management of cross functional and external partners teams Minimum Qualifications: Bachelor degree, or equivalent practical experience; proficient legal acumen/domain expertise Excellent verbal and written communication skills, demonstrated proficiency using Microsoft Office and/or gSuite 2+ years experience managing teams, direct people management experience assessing performance, coaching and mentoring employees Problem-solving and multi-tasking skills with the ability to adapt and adjust to changing business goals and processes Preferred Qualifications: The following qualifications are a plus, but transferable skills and experience are equally valuable: Ability to work a shift-based schedule, which may include weekends and holidays Demonstrated management experience in fast-paced customer service and/or start up support environment with a passion for customer experience and satisfaction Demonstrated ability to manage and lead organizational change Benefits We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage We support your family with gender-neutral baby bonding leave, 24-26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy. Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter. To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes. Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com. Join us in building something special at GOC, where we’re creating the best possible journey for our customers and employees. Google Operations Center is a unique company of problem-solvers, partnering with Google to provide support to their users and customers. We believe an amazing customer experience begins with an amazing culture, and we help you be your best through leadership that listens, a culture of growth, and resources for wellbeing. With locations from North America to Asia, we hope you'll explore opportunities in your corner of the world. Search jobs

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