Team Leader - Charlotte

About the Role

As a Team Lead, you will drive the performance of Roadside Assistance Specialists to ensure the best customer experience for our clients. You will act as a bridge between your team and other departments, managing day-to-day operations, coaching teammates, and ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This role involves training, development, issue management, and acting as a liaison between management and your team.

Responsibilities

• Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis.
• Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager.
• Monitor and review Team Members' KPIs through data analysis of client dashboards.
• Act as the point of contact for on-shift Roadside Assistance Specialists to assist in:
  • Safely recovering autonomous vehicles.
  • Towing of vehicles.
  • Liaison of Roadside Assistance Specialists' needs to cross departments.
  • Shuttle services.
  • Break coverage.
• Provide the highest level of communication between cross departments.
• Serve as a subject matter expert who provides continuous improvement ideas and solutions to in-field challenges.
• Set the standards and expectations of your team through your conduct, work ethic, integrity, and character.
• Ensure that all Team Members adhere to the company’s Code of Conduct.
• Support the learning and development of Roadside Assistance Specialists.

Roadside Assistance Specialist Duties

The Team Lead will oversee Roadside Assistance Specialists who are responsible for ensuring safe and effective transportation of passengers and fleet operations with minimal delays. Below are the key duties of a Roadside Assistance Specialist:

• Maintain high standards of safety, inside and outside of the vehicle.
• Demonstrate situational awareness, understanding of the technology in their care, and adaptability to environmental changes.
• Communicate courteously with management, engineers, and the public as a deputy for technology.
• Operate/drive in single or dual driving mode for 6-8 hours a day, alone or with a co-driver, five days a week; capable of sitting still for long periods.
• Respond quickly to changing and potentially high-pressure environments.
• Work individually or in small groups of 2-10 people.
• Monitor multiple software systems with constant focus.
• Provide concise, clear, and accurate verbal and written feedback regarding the vehicle’s operations.
• Complete daily reports and document procedures and tests.
• Interact with the public and educate them on self-driving technology.
• Operate self-driving vehicles on defined and undefined routes, including various environmental conditions.
• Operate onboard data recording computers.
• Comfortably ride as a passenger in a self-driving vehicle, where the driver may have limited control.
• Safely set up driverless vehicles.
• Safely operate a non-autonomous vehicle while monitoring the location of driverless vehicle(s).
• Responsible for the safe recovery of autonomous vehicles, including:
  • Parking safely behind the driverless vehicle.
  • Setting up protection.
  • Disengaging the self-driving car.
  • Driving the car to a safe location.
• Apply safety procedures to any situation involving the rescue of a self-driving car.
• Exercise excellent customer service while assisting passengers to disembark, board the rescue vehicle, and drive them safely to their destination.
• Comply with the company’s zero-tolerance policy regarding alcohol or drugs during shifts, including randomized drug testing.
• Remove stalled vehicles from surface streets and lanes of travel, and clear vehicles from the lane once stabilized.
• Coordinate with local law enforcement agencies as needed.
• Respond to emergency roadside assistance calls based on ETA and within appropriate SLAs.
• Drive safely to and from specified destinations, following all state, local laws, and DOT regulations.
• Focus on safety and compliance, including real-time reporting of accidents and incidents, monitoring road conditions, and adhering to traffic laws.
• Perform other duties as required.

Requirements

• At least 2 years of prior relevant people management experience.
• Strategic thinker with strong analytical and creative problem-solving skills.
• Experience providing constructive criticism and implementing corrective action plans.
• High-level understanding of customer confidentiality standards.
• Passion for the development of teammates.