New Business Team Lead

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Offer daily direction and support to Team Members.

• Promote skill development through knowledge sharing, cross-training, and role rotation.

• Mentor team members on career growth, communication, and teamwork.

• Adapt communication strategies to suit different training requirements while providing daily guidance.

• Organize team-building events and lead team meetings in the manager's absence.

• Gather insights to improve cross-functional processes.

• Provide feedback for trainee performance evaluations and assist with the interview process.

• Cultivate a workplace culture that aligns with NGL’s mission, vision, guiding principles, and values.

• Manage staffing levels, prioritize tasks, oversee team activities, and ensure prompt and accurate task completion.

• Aid in goal-setting and communicate progress towards goals.

• Oversee daily team operations and maintain service standards.

• Assess processes and guidelines based on customer requirements.

• Identify and implement enhancements to processes, procedures, requirements, forms, workflows, and programs.

• Collaborate with teams and departments to update processes and improve training and tools.

• Prepare, analyze, and interpret reports to draw conclusions.

• Monitor and relay queue statuses and Key Performance Indicators.

• Maintain staffing models and keep the direct manager updated.

• Complete assigned projects and tasks within established deadlines.

• Create, coordinate, and facilitate training and provide continuous coaching.

• Train new employees on processes and procedures, ensuring compliance.

• Develop and manage training materials and documentation for product variations and special cases.

• Conduct training sessions and workshops.

• Identify coaching and training opportunities through quality assurance and internal audits.

• Provide advanced support to colleagues and customers with professionalism and sensitivity.

• Manage escalated cases and deliver solution-oriented responses.

• Execute customer service duties to meet service objectives.

• Inform the supervisor about concerns, training needs, trends, and suggest solutions.

• Approve minor exceptions such as overnighting or expediting when necessary.

⛳️ Requirements

• High School diploma or GED.

• At least three years of related experience.

• Strong initiative, capable of working with minimal supervision, exercising sound judgment, and creatively resolving issues.

• Solution-oriented with robust critical thinking abilities.

• Excellent verbal and written communication skills, including the capability to effectively coach team members.

• Advanced customer service skills, with the ability to demonstrate professionalism, flexibility, and empathy.

• Strong interpersonal abilities for facilitating and leading training for new hires or procedural updates.

• Collaborative and inclusive mindset when working with leaders and team members from varied backgrounds and work styles.

• Commitment to customer centricity and continuous improvement.

• Advanced understanding of products offered by NGL.

• Quick learner with the ability to address unfamiliar challenges.

• Exceptional organizational skills and keen attention to detail.

• Capable of managing multiple assignments and projects with minimal oversight.

• Consistent judgment and discretion regarding management policies and general business operations.

• Intermediate knowledge of policy administration systems and computer software applications.

• LOMA 280 and 290 with ACS preferred.

• Two to three years of experience at NGL preferred.

🏝️ Benefits

• 20 days of Paid Time Off increasing to 25 days after 5 years.

• 11 Paid Holidays (10 company holidays plus 1 personal holiday of your choice).

• Health care, dental, and vision insurance plans.

• Up to $1,500 (Family) or $1,000 (Single) annually for a Health Savings Account.

• Annual bonus based on company performance.

• Paid Parental Leave.

• 401(k) match up to 9%.

• Paid Sabbatical after 8 years.

• Paid Volunteer Time.

• Education Assistance Program.

• Employee Recognition Program.

• Employee Resource Groups.

• Opportunities for professional and personal development.

• Comprehensive Total Rewards package.

• Competitive base salary.