CareDriver Support Manager

📋 Description

• Oversee a team of CareDriver Support Team Leads situated offshore to ensure that departmental SLAs, KPIs, CSAT, and eNPS objectives are met.

• Facilitate weekly one-on-one meetings with your Team Leads, focusing on metrics and delivering clear, actionable feedback to aid their professional growth.

• Monitor quality assurance for all team members under your supervision, collaborating with our QA Manager to evaluate and benchmark performance.

• Serve as an escalation point for team members and handle escalated interactions whenever necessary.

• Supervise the volume across all queues, coach Team Leads on workforce management, and step in to assist when needed.

• Identify and report significant trends in contact reasons and customer issues, utilizing both qualitative and quantitative data to provide recommendations to SRS leadership.

• Collaborate with cross-functional teams to advance projects and initiatives that benefit or affect SRS.

• Spot operational enhancements within your team's workflows and work with cross-functional leaders to implement suitable solutions.

• Uphold strict compliance with HopSkipDrive policies and procedures.

⛳️ Requirements

• Demonstrated management experience with 3-5 years in a team lead or managerial role.

• Exceptional communication and interpersonal abilities, with a strong inclination to collaborate with fellow leaders and cross-functional partners.

• Prioritize safety as a constant guiding principle and maintain composure under pressure.

• A solutions-oriented leader who foresees future needs, proactively leveraging AI to redesign and streamline existing procedures for reduced manual effort and scalability.

• Highly organized with the capability to juggle multiple priorities simultaneously.

• Intermediate proficiency in Excel, with the ability to utilize data for performance management and a desire to learn how to use data to influence decision-making.

• Receptive to feedback and eager to thrive in a fast-paced environment.

🏝️ Benefits

• Flexible vacation

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• 401(k)

• Stock options