The Ranger Operations Specialist is responsible for overseeing the effective management of day-to-day operations and workforce resources for Intellect's helpline and crisis intervention services.
This role includes managing a team of helpline and crisis intervention supervisors globally, who are accountable for supervising helpline rangers on shift and delivering crisis intervention support to clients.
The new hire will be in charge of manpower planning and rostering, workforce performance and service management.
Their responsibilities will include tasks such as handling leave approvals, addressing workforce challenges and performance gaps, and contributing to operational policies or protocols.
Team Management and Leadership Lead a team of helpline and crisis intervention supervisors, ensuring effective performance and adherence to operational standards Provide ongoing guidance and support to supervisors and rangers to ensure consistent, high-quality service delivery Develop, implement and monitor key performance indicators to assess service quality and staff performance in line with organisational goals Conduct Root Cause Analyses (RCA) to investigate incidents of non-compliance, unresponsiveness or other behaviour concerns, and develop actionable improvement plans Conduct regular monitoring of supervisors and rangers' performances, sharing feedback and implementing corrective actions to address gaps when necessary to uphold the highest quality standards and SLAs Workforce Management Establish and manage daily rostering of supervisors and rangers to ensure proper shift coverage for 24/7 global operations, while adhering to regional labor laws and organizational guidelines Oversee assignment of rangers to the appropriate platforms based on their skills, availability, and language capabilities to enable optimal resource utilisation and efficient service delivery Manage leave approvals and implement strategies as needed to maintain consistent service levels and quality, balancing ranger well-being with operational needs Monitor real-time service levels and workforce performance, making adjustments as needed to maintain operational efficiency Service Delivery and Crisis Support Ensure that helpline and crisis intervention services are provided in a timely and professional manner, meeting the needs of clients Act as a point of escalation for complex or high-risk crisis cases to offer strategic guidance and support, while being prepared to step in and directly manage escalated helpline calls, manager support helpline and crisis intervention requests, assessments, deployments as needed Oversee crisis response processes, ensuring that interventions are effective, documented and in line with organisational policies Operational Planning & Oversight Track and analyse operational and service metrics, leveraging them for data-driven insights to enable timely, informed decision-making and drive continuous improvement efforts Proactively identify, assess, manage and monitor operational risks to ensure continuity of the business's core services Develop and implement business continuity plans to maintain consistent service delivery in the event of unexpected disruptions or emergencies Work closely with cross-functional teams to ensure coordinated efforts, including manpower planning and recruitment, aligned communications on latest updates and effective service delivery Provide regular reports to leadership team on operational status, challenges, and achievements Quality Assurance & SOP Management Develop, review and refine operational policies, procedures, and protocols related to helpline and crisis intervention services based on operational feedback, evolving needs and industry best practices Maintain and regularly update a shared repository of operational resources, including guidelines, training materials, and FAQs to ensure supervisors and rangers have the resources they need Ensure that all supervisors and rangers are trained on and compliant with established policies and protocols, quality standards and service level agreements Drive training and development roadmap for both supervisors and rangers, including technical and quality training Requirements Master's Degree in Counselling or Clinical Psychology, with relevant local regulation and licensing qualifications as a mental health professional 5-7 years of professional experience in EAP consulting, clinical practice, crisis intervention or mental health consultancy, with strong background in supporting managers on people or team management challenges At least 3-4 years of supervisory experience, ideally in an EAP setting, helpline operations, or a similar role managing a mental health service team Strong leadership, communication, and interpersonal skills Excellent problem-solving and conflict resolution abilities, including ability to handle complex enquiries and manage issues proactively Proven organizational skills to manage multiple tasks and priorities effectively, and meet deadlines in a fast-paced setting Ability to work collaboratively with cross-functional teams Proficient in data monitoring and analysis, utilising tools and software used in helpline operations, and maintaining up-to-date documentation Ability to adapt and thrive in a dynamic, rapidly changing environment Familiarity with GDPR, HIPAA, or equivalent data protection standards related to mental health service delivery is a bonus Fluent in English and local language, both written and spoken Benefits Work in a diverse environment with people from over 10 countries Unlimited annual leaves Work flexibility Medical coverage Annual Wage Supplement (Bonus) Christmas Leave (The team takes the whole Christmas week off separate from our leave policy) Birthday Leave (1 day) Holidays off Quarterly mental health day off Mental health benefits (Premium access to our app!)
Work-life balance and employee wellness Regular social events where we have non work-related fun