About this role
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary The Shared Services Lead - Non Agent will oversee and manage the daily operations of a specific shared services function, focusing on non-agent tasks and processes to ensure efficiency, quality, and adherence to service level agreements. This role involves supervising a team, optimizing workflows, and contributing to the continuous improvement of shared services delivery.
Job Responsibilities * Lead and supervise a team of shared services professionals, providing guidance, training, and performance feedback. * Manage the execution of non-agent tasks within the shared services framework, such as data entry, reporting, administrative support, quality assurance (non-call), and process documentation. * Monitor team performance against established KPIs and SLAs, ensuring all targets are met or exceeded. * Identify process inefficiencies and implement solutions to streamline workflows and improve productivity. * Collaborate with other departments to ensure seamless integration of shared services with overall business operations. * Develop and maintain comprehensive documentation for all shared services processes and procedures. * Handle escalated issues and provide effective resolutions in a timely manner. * Contribute to the development and implementation of new shared services initiatives and technologies. * Prepare and present performance reports to management, highlighting achievements, challenges, and recommendations. * Ensure compliance with company policies, procedures, and relevant regulations.
Job Qualifications * Bachelor's degree in Business Administration, Operations Management, or a related field. * Minimum of 3-5 years of experience in a shared services environment, with at least 1-2 years in a leadership or supervisory role. * Proven experience managing non-agent tasks and processes. * Strong understanding of shared services best practices and operational excellence. * Excellent leadership, team management, and interpersonal skills. * Exceptional organizational skills and attention to detail. * Ability to work effectively in a fast-paced, dynamic environment. * Strong verbal and written communication skills.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!