Team Lead (ATC or ES)

Alliance Residential Company•San Antonio, TX

8d•Onsite

About The Position

The Team Lead is a customer-facing role responsible for supporting effective delivery, coordination, and continuous improvement of Work-Fit services at an assigned client site or program. This role combines direct service delivery with day-to-day operational leadership, client relationship support, customer communication, team member guidance, compliance oversight, documentation quality, and program performance monitoring. The Team Lead represents Work-Fit professionally in daily interactions with client contacts, employees, participants, and internal leadership, helping ensure services are responsive, consistent, and aligned with Work-Fit standards, client expectations, applicable regulations, and current standard operating procedures.

Requirements

Bachelor’s degree in health, safety, wellness, rehabilitation, athletic training, or related professional field, or equivalent experience approved by leadership.
Required state licensure and/or professional certification in the specified health field, as applicable to the assigned program.
Current CPR/AED certification.
Strong written and verbal communication skills, including the ability to communicate effectively with individuals, groups, team members, client contacts, participants, and leadership.
Ability to manage time, prioritize responsibilities, follow through on commitments, and respond professionally to customer needs with sound judgment.
Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, online research tools, and applicable Work-Fit, record management, or client databases.
Comfort and flexibility delivering customer-facing services in varied work environments, including manufacturing, warehousing, office, outdoor, clinical, or other client-specific settings.

Nice To Haves

Minimum of three years of professional experience in the specified health or customer-facing service field preferred.
Prior leadership, mentoring, training, program coordination, account support, or client-facing experience preferred.

Responsibilities

Deliver high-quality, customer-facing Work-Fit services in accordance with the statement of work, site-specific standard operating procedures, professional standards, and applicable laws and regulations.
Represent Work-Fit professionally in daily interactions with client contacts, employees, participants, visitors, and internal stakeholders.
Build and maintain positive working relationships with client contacts by demonstrating responsiveness, follow-through, professionalism, and a solutions-oriented approach.
Support daily program operations by coordinating schedules, service coverage, workflow, documentation completion, equipment readiness, and customer service expectations.
Serve as a day-to-day point of contact for customer-facing service questions, operational priorities, documentation expectations, participant needs, and site-specific communication.
Communicate regularly with client contacts and Work-Fit leadership regarding program operations, service impact, staffing needs, customer concerns, service trends, and opportunities to enhance delivery.
Identify, communicate, and help resolve customer service issues, operational barriers, and service delivery concerns in a timely and professional manner.
Participate in client meetings, committees, customer interviews, presentations, networking activities, and other customer-facing program forums as requested.
Support program marketing and engagement efforts by helping develop, distribute, and deliver educational materials, presentations, wellness messaging, and service promotion resources.
Maintain a safe, secure, clean, and professional work environment by understanding, communicating, and reinforcing Work-Fit and client policies, procedures, and expectations.
Assist with onboarding, training, coaching, mentoring, and ongoing development of Assistant Team Leads and team members, with emphasis on customer service standards and consistent service delivery.
Provide constructive feedback to Assistant Team Leads and Team Members, and escalate performance, professionalism, employee relations, customer service, or compliance concerns to appropriate leadership when needed.
Monitor documentation and record management practices to ensure service interactions are completed accurately, timely, securely, and in accordance with Work-Fit and client requirements.
Support quality assurance activities, including documentation reviews, scorecard review, performance tracking, customer feedback review, and corrective action planning.
Assist leadership in monitoring key performance indicators, service utilization, program trends, customer feedback, and outcomes to identify opportunities for improvement.
Ensure equipment, supplies, service areas, and workspaces are maintained in a safe, clean, organized, and functional condition; coordinate maintenance or calibration needs as appropriate.
Protect the confidentiality and security of sensitive records, client information, employee information, and patient or participant information always.
Remain current with required credentials, certifications, policies, professional standards, and laws governing practice in the assigned health or service field.
Support budget-conscious program operations by identifying resource needs, communicating operational barriers, and assisting with efficient use of staffing, equipment, and supplies.
Perform additional duties, responsibilities, and projects assigned by Work-Fit leadership or senior management.