Operations Team Lead

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

📋 Description

• Provide daily guidance and direction to team members.

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

• Mentor team members towards their professional growth.

• Offer daily direction and tailor communication methods to address employee training needs.

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

• Gather information to improve cross-functional processes.

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

• Manage staffing levels, organize team workloads, assign tasks, set priorities, and supervise activities.

• Support goal setting and communicate progress towards achievement.

• Oversee daily team operations and uphold service standards.

• Assess processes and guidelines, implementing enhancements as needed.

• Collaborate with various teams and departments to revise processes and procedures.

• Prepare, analyze, and interpret reports, drawing conclusions as necessary.

• Monitor queue statuses and Key Performance Indicators.

• Maintain staffing models and keep the direct manager updated.

• Complete assigned projects and tasks by their specified deadlines.

• Create and coordinate training while providing ongoing coaching.

• Train new hires on established processes and procedures.

• Develop and manage training materials and documentation for product variations and unique situations.

• Design and conduct training sessions and workshops.

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

• Provide advanced support to peers and customers, managing escalated cases.

• Perform customer service tasks to help the team meet service objectives.

• Inform the team supervisor of any concerns, training opportunities, and trends.

• Authorize minor exceptions, such as expediting or overnighting, when necessary.

⛳️ Requirements

• High School diploma or GED.

• At least three years of relevant experience.

• Strong initiative and ability to operate with minimal supervision.

• Good judgment, creative problem-solving skills, and robust critical-thinking abilities.

• Excellent oral and written communication skills.

• Advanced customer service skills with the capacity to coach team members.

• Strong interpersonal skills, capable of facilitating and leading training sessions.

• Collaborative and inclusive approach, embracing diverse backgrounds and work styles.

• Passionate about customer centricity and continuous improvement.

• Advanced knowledge of products administered by NGL.

• Ability to quickly learn new concepts and navigate unfamiliar issues.

• Exceptional organizational skills with a keen attention to detail.

• Capacity to manage multiple assignments and projects independently.

• Consistent judgment and discretion in relation to management policies and business operations.

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

• LOMA 280 and 290 with ACS preferred.

🏝️ Benefits

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

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

• Comprehensive health care, dental, and vision plans.

• Up to $1,500 (Family) or $1,000 (Single) annually contributed to 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.

• Reasonable accommodations for qualified individuals with disabilities during the recruitment process.