[Hiring] Team Leader - Proactive Resolution @Checkmate

Role Description

The ideal candidate will possess strong leadership skills, a solid understanding of Proactive Resolution processes, and a passion for driving continuous improvement. As a Team Leader, you will be responsible for managing a team of error handling specialists, POS Conversions, Error Resolution, and Pricing Discrepancy processes.

• Leadership and Team Management:
  • Provide guidance and mentorship to the error handling and proactive resolution team.
  • Coach team members to ensure they have the necessary skills and knowledge to deliver exceptional support experiences.
  • Foster a positive and collaborative work environment that encourages teamwork and professional growth.
  • Develop and maintain shift rosters to ensure adequate coverage and optimal utilization of resources.
• Process Optimization:
  • Lead efforts to optimize Error Handling and Proactive resolution processes and workflows.
  • Focus on improving error rate and reducing pricing discrepancies.
  • Identify opportunities for automation and efficiency improvements to streamline operations.
• Quality Assurance:
  • Implement and maintain quality to ensure consistency and accuracy in order error resolutions.
  • Perform Quality Assurance to measure the performance of the team and provide timely feedback.
• Documentation:
  • Document error handling processes, procedures, and best practices to ensure consistency and knowledge transfer.
• Workflow Management:
  • Efficiently manage the workflow within the Error Handling department.
  • Provide real-time resolution to order errors and proactively reduce order errors.
  • Review pricing discrepancies in the orders received.
• Training and Development:
  • Assist in developing and delivering training programs for Error Handling staff.
  • Provide ongoing support and guidance to ensure team members have the necessary skills and knowledge to provide exceptional service.
• Data Analysis and Reporting:
  • Utilize data analytics tools to analyze order error metrics and derive actionable insights.
  • Generate regular reports on key performance indicators, such as order error volume, order pricing discrepancy, and Error Rate.
  • Use findings to drive continuous improvement initiatives.
  • Work on ad hoc requirements.
• Cross-functional collaboration:
  • Collaborate with other departments, such as product development and Customer Support.
  • Communicate order errors and insights.
  • Work closely with cross-functional teams to address order issues and proactive resolutions to drive product improvements.

Qualifications

• Bachelor's degree in related field.
• Overall 3-5 years of work experience and in-depth knowledge of Proactive and Error Resolution processes.
• Preferable leadership experience in Quality Assurance, Quality Control, or a related field.
• Excellent team management and interpersonal skills.
• Ability to effectively coach, mentor, and motivate team members.
• Proficiency in documenting processes and creating training materials.
• Experience in data analysis, reporting, and presenting findings to stakeholders.
• Demonstrated ability to drive process improvement and automation initiatives.
• Strong problem-solving and decision-making skills.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.

Preferred Qualifications

• Certification in project management or leadership.
• Experience with process automation tools and technologies.