Operations Team Lead

About the role

The Team Lead is responsible for the day-to-day people management, performance coaching, and operational oversight of our client’s Operations advisors. The Team Lead serves as the primary point of contact for advisor development, attendance, scheduling, and team communication across their assigned location.

Responsibilities

• New Hire Onboarding & Training
  • Own Day 1 advisor onboarding including setup, welcome, and expectation setting
  • Conduct new hire readiness assessments to determine when advisors are production-ready
  • Lead API task training for advisors
  • Own and maintain daily, weekly, and monthly advisor accountability checklists
  • Support process leads on training content and SOP development
• Performance Management & Coaching
  • Conduct weekly and monthly one-on-one meetings with all advisors
  • Own Tier 2 performance and behavioral coaching for advisors
  • Collaborate with QA Process Lead on advisor QA score improvement plans
  • Deliver in-the-moment coaching as situations arise
  • Issue verbal warnings as first level corrective action
  • Participate in written warnings and corrective action processes in partnership with Delivery Lead
  • Consult on PIPs, role reassignments, and termination decisions
• Schedule & Attendance Management
  • Approve schedule requests of less than 3 days
  • Own staffing to business requirements and coverage planning
  • Document and coach initial attendance issues
  • Enforce clean desk policy
  • Monitor and report daily and weekly task status
• Task & SLA Monitoring
  • Monitor scorecards daily and communicate trends to team
  • Own SLA monitoring and deadline management
  • Escalate past due and aging tasks in partnership with Process Lead
  • Provide daily and weekly task status reporting
• Communication & Collaboration
  • Own team-wide communication including announcements and policy changes
  • Own cross-location communication to ensure Austin and Raleigh receive consistent information
  • Provide regular progress updates to Delivery Leads
  • Participate in delivery team virtual presence calls to receive coaching and support
• Quality Assurance Support
  • Act on QA coaching requests from QA Process Lead related to advisor performance issues
  • Consult on QA calibration sessions and quality standards training
  • Consult on QA guidance materials for advisors

Success Looks Like

• Advisors are onboarded, trained, and production-ready on schedule
• One-on-ones happen consistently with every advisor
• SLA targets are met and past due tasks are escalated proactively
• Attendance and performance issues are documented and addressed early
• Team receives consistent, timely communication across both locations

Skills

• macOS
• Customer support
• Customer service
• Support
• People management
• People operations
• Operation support
• Operation management
• Analytical skill
• Process improvement

Pay

The pay range for this position is $40.00 – $40.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite position in Cary, NC.