Tiger Team Lead - Operational Excellence

About the role

The Tiger Team Lead leads structured recovery engagements for underperforming or high-risk accounts and teams. Using performance analysis, root-cause investigation, operational observation and action-plan governance, the role helps Operations restore performance and sustain improvements. It also drives regional AmplifAI execution, reinforcing performance insights, coaching workflows and assigned actions in daily operations.

Key responsibilities

• Plan and diagnose each engagement: assess account risks and performance gaps, set scope, baseline, targets, owners, resources, governance cadence and exit criteria, and prioritize actions by impact and urgency.
• Coordinate recovery plans with named owners and due dates, support with floor observations, operational reviews and coaching observations, and validate progress while escalating blockers and missed commitments.
• Evaluate whether completed actions deliver the intended improvement and recommend adjustments.
• Partner with the AmplifAI Lead to implement platform standards and workflows, monitor adoption and coaching activity, and resolve data, mapping, access or workflow issues.
• Maintain root-cause logs, recovery trackers, risk records and performance summaries, run the engagement cadence and report to operational and executive stakeholders.
• Validate exit criteria, document ongoing controls and open risks, obtain acceptance from the receiving owner, and conduct post-exit reviews.

Required profile

• At least 1 year of experience in a call center role with supervisory responsibilities, or equivalent experience leading teams.
• Experience in operational excellence, performance improvement or a related function.
• Demonstrated ability to diagnose performance gaps and coordinate improvement plans.
• Preferred: experience with AmplifAI or similar performance and coaching platforms, experience supporting multiple accounts or regions, and Lean Six Sigma or comparable continuous improvement training.

Required skills

• Strong analytical and root-cause investigation skills.
• Proficiency in Excel, PowerPoint and performance reporting tools.
• Stakeholder management, presentation and escalation skills, and strong organization and deadline management.