Team Leader

Fortegra•Jacksonville, FL

22h•Onsite

About The Position

This position drives operational excellence and superior customer service by leading a diverse team. Oversee performance, develop and implement strategies, and foster a customer-focused culture. The role will include coaching, managing complex issues, and enhancing processes to ensure high-quality outcomes.

Requirements

Bachelor's degree or equivalent work experience.
At least 5 years experience in related field.
Experience managing a team.

Nice To Haves

Strong capability to develop and implement strategic plans that align with business objectives.
Ability to anticipate challenges and adapt strategies to meet evolving needs.
Expertise in identifying and implementing process improvements to enhance efficiency and service quality.
Skilled in using data and metrics to drive decision-making and operational enhancements
Ability to understand and address customer needs, delivering solutions that meets or exceeds expectations.
Proven experience in managing complex issues and ensuring high levels of client satisfaction.
Excellent verbal and written communication skills, with the ability to clearly convey information, provide constructive feedback, and facilitate team discussions.
Strong analytical skills with the ability to assess performance data, identify trends, and develop effective solutions.
Ability to thrive in a dynamic and fast-paced environment.
Demonstrated flexibility and resilience in managing multiple priorities and navigating change.
Skilled in managing and resolving conflicts both within the team and with customers, ensuring positive outcomes and maintaining a harmonious work environment.
Commitment to maintaining high-quality work and meeting set standards.
Familiarity with relevant software and systems used in performance management, customer service, and operational reporting.
Ability to quickly adapt to new technologies and tools.
Ability to set, satisfy, and exceed targets.

Responsibilities

Recruit, train, and mentor a diverse team of associates.
Monitor team performance through key metrics.
Identify trends, address performance issues, and implement strategies to enhance productivity and service quality.
Identify and implement process enhancements to streamline operations and improve service delivery.
Foster a culture of continuous improvement and innovation within the team.
Address complex customer and associate issues with a focus on delivering effective solutions.
Review and assess reports and performance indicators to ensure accuracy and compliance with standards.
Provide constructive feedback and develop action plans to address any concerns.
Conduct weekly team meetings to discuss new products, problem cases, and training updates.
Ensure clear communication of expectations and maintain alignment with company policies and procedures.
Ensure all deliverables for the team are completed promptly and meet set standards.
Maintain accurate records of team performance, project status, and key metrics.
Prepare and present reports to senior management on significant changes, achievements, and areas for improvement.