Team Leader - Proactive Resolution

The ideal candidate will possess strong leadership skills, a solid understanding of Proactive Resolution processes, and a passion for driving continuous improvement. As a Team Leader, you will be responsible for managing a team of error handling specialists, POS Conversions, Error Resolution, Pricing Discrepancy processes overseeing shift rosters, providing coaching and training, documenting processes, analyzing data, and driving process improvement and automation initiatives.

Key Responsibilities

• Leadership and Team Management: Provide guidance, and mentorship to the error handling and proactive resolution team. Coach team members to ensure they have the necessary skills and knowledge to deliver exceptional support experiences. Foster a positive and collaborative work environment that encourages teamwork and professional growth. Develop and maintain shift rosters to ensure adequate coverage and optimal utilization of resources.

• Process Optimization: Lead efforts to optimize Error Handling and Proactive resolution processes and workflows, focusing on improving error rate, reducing pricing discrepancies. Identify opportunities for automation and efficiency improvements to streamline operations.

• Quality Assurance: Implement and maintain quality to ensure consistency and accuracy in order error resolutions. Perform Quality Assurance to measure the performance of the team and provide timely feedback.

• Documentation: Document error handling processes, procedures, and best practices to ensure consistency and knowledge transfer.

• Workflow Management: Efficiently manage the workflow within the Error Handling department, including providing a real-time resolution to the order errors, proactively reducing the order errors and reviewing the pricing discrepancies in the orders received.

• Training and Development: Assist in developing and delivering training programs for Error Handling staff. Provide ongoing support and guidance to ensure team members have the necessary skills and knowledge to provide exceptional service.

• Data Analysis and Reporting: Utilize data analytics tools to analyze order error metrics and derive actionable insights. Generate regular reports on key performance indicators, such as order error volume, order pricing discrepancy, and Error Rate. Use findings to drive continuous improvement initiatives. Work on ad hoc requirements.

• Cross-functional collaboration: Collaborate with other departments, such as product development, and Customer Support to communicate order errors, and insights. Work closely with cross-functional teams to address order issues and proactive resolutions to drive product improvements.

Requirements

• Bachelor's degree in related field.
• Overall 3-5 years of work experience and in-depth knowledge of Proactive and Error Resolution processes
• preferable leadership experience in Quality Assurance, Quality Control or a related field.
• Excellent team management and interpersonal skills.
• Ability to effectively coach, mentor, and motivate team members.
• Proficiency in documenting processes and creating training materials.
• Experience in data analysis, reporting, and presenting findings to stakeholders.
• Demonstrated ability to drive process improvement and automation initiatives.
• Strong problem-solving and decision-making skills.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.

Preferred Qualifications

• Certification in project management or leadership
• Experience with process automation tools and technologies.