Operations Lead - 3rd Shift

3rd Shift: Sunday - Thursday 10:00 pm - 6:30 am The GO Creative Team Lead is responsible for overseeing all aspects of the services provided on a specific shift in a particular location, including staff, workflow, quality assurance, customer feedback, etc. This individual will also provide client reports and serve as the primary point of contact for service activities. The GO Creative Team Lead's duties include, but are not limited to the following:Responsibilities:Oversight of the team schedule (local and regional) and relevant client communications surrounding changes to the standard working hours of the team (including vacation, call-in availability, holiday hours, etc.)Analyze and route incoming tasks to the appropriate resource for completionServe as primary point of contact for incoming requests to the department across all applicable service linesInterface with client teams to gather detailed information in order to better understand the nature and requirements of their requestBuild detailed job tickets for each request using the workflow management toolAssist Operators and Prooers with queries as neededReview quality of Word processing and prooing requestsRelease jobs to requester using professional communication skills, and inform requestors of any important details that were discovered during job productionEnsure timely return of all jobs; and reach out to requestors to renegotiate deadlines and communicate job challenges when necessaryProvide feedback to management and/or team members on performance and qualityAnalyze requests to decide how request should be performed and to determine the appropriate resource to handle the requestDirect requests to appropriate departments and coordinate with local and off-site office resourcesFor respective shifts, ensure all work is performed according to prioritized schedules/deadlines - and that all deadlines are met or effectively renegotiated according to established SLAsWork with local managers to review service metrics and identify variances and areas of opportunitiesEnsure effective communication and relationships with end users across all service offeringsOversee quality control processes and ensure all requirements are adhered to, including conducting spot checks on all work from time-to-time during the project lifecycleAssist in analysis of client feedback and provide accurate reports/analysis to local managersProvide level two escalation point for issue troubleshootingDeliver support for specialty projects as requiredIdentify and offer ideas on service/process enhancements to the local manager based on client feedback or service level metric performanceMonitor and maintain policies and procedures to staff