Team Leader - Roadside Assistance - Orlando

TaskUs•Orlando, FL

4d•Onsite

About The Position

This is an onsite position at Orlando Team Lead - Roadside Assistance Specialist. Think of yourself as one of the leaders of the operations department. Team Leads go to work with one thing in mind: to provide the best customer experience to our clients. They are able to drive the performance of teammates in order for them to continuously hit their goals. As a Team lead, you will coach and manage teammates, and act as a bridge between your teammates and the other departments. Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). You will be in charge of managing the team and making sure everyone adheres to their schedules. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, and coaching sessions, to help them improve and grow. You must be adept at creating reports of your team’s performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR-related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team.

Requirements

At least 2 years of prior relevant people management experience
Strategic thinker with strong analytical and creative problem-solving skills
Experience providing constructive criticism and implementing corrective action plans
High-level understanding of customer confidentiality standards
Passion for the development of teammates

Responsibilities

Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis
Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager
Monitor and review Team Members' KPIs through data analysis of client dashboards
Point of contact for on-shift Roadside Assistance Specialists to assist in the following: Safely recovering autonomous vehicles; Towing of vehicles; Liaison of Roadside Assistance Specialists needs to cross departments; Shuttle services Break coverage
Provide the highest level of communication between cross departments
Subject matter expert who provides continuous improvement ideas and solutions to in-field challenges
Set the standards and expectations of your team through your conduct, work ethic, integrity, and character
Ensure that all Team Members adhere to the company’s Code of Conduct
The Team Lead will support the learning and development of our Roadside Assistance Specialist