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Real Time Operations Team Lead at HCS Affiliates Group
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Nairobi 🇰🇪 Kenya
Posted 3 days ago (21 Sep 2026) Updated 2 days ago
How to Apply
Submit your CV via the HCS Affiliates Group document link provided.
Job Description
The Real Time Operations Team Lead oversees daily service operations, ensuring that service level agreements are met and that operational issues are resolved swiftly. The role includes coaching staff, reporting performance metrics, and driving continuous process improvements.
Qualifications & Requirements
- • BA/BSc/HND or Diploma in Business, Management or a related field
- • Minimum 2 years experience in operations, customer care or service delivery
- • Proven ability to lead teams and manage performance against SLAs
- • Strong analytical, problem‑solving and decision‑making skills
- • Excellent communication and stakeholder management abilities
Required Skills
Responsibilities
- • Oversee daily team operations and ensure service level agreements and operational targets are consistently met
- • Manage operational escalations and coordinate with stakeholders to resolve high‑impact issues promptly
- • Make operational decisions aligned with business goals, processes and quality standards
- • Report on team performance, key issues, risks and operational developments to management
- • Support workforce planning and ensure adequate team coverage based on business needs
- • Conduct quality audits to verify process compliance and maintain required standards
- • Coach team members, provide regular feedback and support performance development
- • Identify and implement process improvements to enhance efficiency, accuracy and quality