Co-Lead

Duties and Responsibilities

• Conduct in-depth analysis of performance metrics and KPIs for assigned coordinators, identifying areas for improvement.
• Implement strategies to enhance team performance and ensure the achievement of customer expectations.
• Address customer escalations and communications promptly and effectively.
• Escalate complex issues to the Team Lead as necessary, providing comprehensive resolutions.
• Ensure proper training programs are continually delivered to team members.
• Facilitate the onboarding process for new hires, setting them up for success within the team.
• Manage a large service dashboard, ensuring real-time visibility into team activities.
• Implement improvements to streamline dashboard management for increased efficiency.
• Develop a comprehensive strategy that empowers team members to serve clients better and consistently meet customer KPI targets.
• Foster a culture of continuous improvement within the team.
• Assign tasks to team members based on individual strengths and workload distribution.
• Delegate responsibilities effectively, promoting a balanced workload among team members.
• Communicate clear and concise instructions to team members, fostering a collaborative and results-oriented environment.
• Facilitate regular team meetings to discuss goals, address challenges, and provide updates.
• Manage the seamless flow of day-to-day team operations, ensuring tasks are completed promptly and efficiently.
• Implement process improvements to optimize workflow and increase overall productivity.
• Create and distribute detailed reports to update the Team Lead on progress.
• Provide insights into key team performance indicators, challenges, and successes.
• Collaborate closely with the Team Lead to align strategies and ensure the team’s overall success.
• Provide valuable input and contribute to the development and execution of team goals.
• Proactively address conflicts within the team, fostering a positive and collaborative work environment.
• Implement conflict resolution strategies to maintain a harmonious team dynamic.
• Stay abreast of industry best practices and trends related to team management and customer support.
• Implement ongoing learning and development opportunities for team members to enhance their skills.