Real Time Operations Team Lead
AI summary
HCS Affiliates Group is hiring a Real Time Operations Team Lead in Nairobi to oversee daily operations, ensure SLA compliance, manage escalations, and lead process improvements. The role involves coaching team members, conducting quality audits, and reporting operational performance to management. Candidates need a bachelor's degree or equivalent, at least 2 years of operations and team leadership experience, and strong analytical and communication skills.
- Full-time, onsite role based in Nairobi
- Requires 2 years of operations and team leadership experience
- Focus on SLA compliance, quality audits, and process improvement
- Requires proficiency in Google Sheets and reporting tools
- Bachelor's degree, HND, or Diploma accepted
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, operations, team leadThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Real Time Operations Team Lead evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to HCS Affiliates Group and the role in Nairobi.
- Add concrete examples related to call_center, operations, team lead, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Real Time Operations Team Lead role in call_center, operations?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research HCS Affiliates Group before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
- Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt,
- contact us
- HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.
- Real Time Operations Team Lead
- Job Type
- Full Time
- ,
- Onsite
- Qualification
- BA/BSc/HND
- ,
- Diploma
Experience
2 years
Location
Nairobi
Job Field
Customer Care, Success and Service
Role Summary
The Real Time Operations Team Lead is responsible for driving operational excellence by ensuring adherence to service level agreements (SLAs), leading process improvement initiatives, overseeing day-to-day operations, and providing effective leadership across the Team. The role combines operational oversight, coaching, and stakeholder management to ensure the accurate, timely, and consistent execution of business-critical tasks.
Key
in operations and team leadership within a fast-paced environment.
Strong leadership, coaching, and stakeholder management skills.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication, organization, and time management skills, with the ability to prioritize multiple tasks.
Proficiency in Google Sheets and reporting tools.
Strong attention to detail and commitment to quality.
Ability to work independently and collaborate effectively with cross-functional teams.
Continuous improvement mindset with the ability to identify and implement process improvements.
Positive attitude, adaptability, and ability to work effectively under pressure.
Interest in leveraging emerging technologies, including AI and automation, to drive operational efficiency and continuous improvement.
Check how your CV aligns with this job
Method of Application
Interested and qualified? Go to
HCS Affiliates Group on docs.google.com
to apply
Build your CV for free.
Download in different templates.
Responsibilities
- Oversee daily Team operations and ensure SLAs and operational targets are consistently met.
- Manage operational escalations and coordinate with stakeholders to resolve high-impact issues promptly.
- Make operational decisions in line with business goals, processes, and quality standards.
- Keep management updated on team performance, key issues, risks, and operational developments.
- Support workforce planning and ensure adequate team coverage based on business needs.
- Conduct quality audits to ensure process compliance and maintain required quality standards.
- Coach team members and provide regular feedback to support performance and development.
- Identify and implement process improvements to improve efficiency, accuracy, and service quality.
- Monitor operational performance, prepare reports, and share key insights with management.
- Promote accountability, teamwork, continuous improvement, and operational excellence.
- Perform any other operations-related tasks as required.
Requirements
Bachelor’s degree or equivalent.