Team Lead, Pie-Partner Operations

The Team Lead, Pie-Partner Operations oversees the day-to-day operations and development of customer support advocates, dedicated to key, strategic and high potential Agencies .  The Team Lead, Pie-Partner Operations will provide guidance and instruction to help support all team functions, meet performance goals as a team and coordinate with the Sales teams and internal Pie teams  to assist with improving existing processes.  This role requires strong attention to detail, advanced interpersonal skills, a metrics-based approach to operations and the ability to collaborate with other teams and departments.  Serves as an escalation point for complex customer inquiries, questions and concerns.

This Team Lead, together with other Leads and our Management team, serves as our observer and connector to not just the operational standards but how our customers experience Pie. Team Lead is a role that can have direct impact for daily and long-term success while forming our next-level talent bench. 

How You’ll Do It

• Short and Long-Term Team Performance Management: Track and analyze metrics and KPIs, including SLA, adherence, average handle time, and Quality to ensure team performance meets team goals. 
• Quality Assurance: Collaborate and partner with the Quality team to fully understand the scorecard, the methodology and the feedback mechanisms. Incorporate this into coaching while identifying trends that merit more broad attention. 
• Coaching and Development: Provide coaching and feedback to team members to foster professional growth and improve overall team performance.
• Data Analysis: Analyze performance data to identify trends, root causes of issues, and opportunities for improvement. Use insights to drive performance enhancements.
• Trend Identification: Recognize patterns in contact methods, issue origins, and user behavior to proactively address potential service challenges.
• Curiosity and Initiative: Demonstrate a lean-in approach to issues and projects that reflect our passion to get to the true source of the issue. Leverage the teams at Pie to build accurate views to launch “next step” efforts. 
• Administrative Duties: Participate/support general duties such as payroll, representing Pie policies to team members, and fluency of workflows to support team members.

The Right Stuff

• High school Diploma or GED required. Bachelor’s or Associate’s degree preferred. 
• 3 years of experience in Customer Service or in a related high-volume customer contact environment is required.
• Excellent interpersonal skills with the ability to build rapport and relationships with individuals at all levels across the organization, as well as outside parties.
• Basic leadership skills and some general experience leading work groups or task forces in specific projects.
• Intermediate communication (written and verbal) skills, to deliver more complex information effectively.
• Intermediate problem solving skills to be able to manage complex tasks and work through to solutions with little guidance and direction.
• Ability to analyze current operations and develop options for improved efficiency, conversion or cost reduction.
• Key knowledge of service metrics and how to apply them.
• Intermediate analytical skills to collect, organize and interpret information to inform recommendations and prioritization.
• Experience with insurance practices, policies and products are preferred
• Ability to build  strong customer relationships and deliver customer-centric solutions
• G-Suite Tools, Telecom tools, Collaboration tools (Slack is preferred), basic office machines are preferred.
• Experience with customer service platforms preferred (Salesforce, Five9, LMS/KMS, WFM and QA tools)
• High attention to detail.
• Advanced time management skills.
• Up to 10% travel is required.