Main Objective:
- To further Peak Support’s wins as the company continues to grow and succeed.
Essential Duties and Responsibilities:
- Support and develop Team Leads so they hit client goals and continuously improve the client operation
- foster a healthy team and develop team members into the future of Peak Support
- Serve as a trusted, senior advisor to clients. Help our clients solve problems and get better
- Help the team leads to establish and manage the day-to-day operational activities of the accounts, including staffing, production, and process improvement efforts
- Guide and assist the team leads in creating performance metrics, troubleshoot problem areas, and recommend corrective/preventative action plans
- Partner with the Quality Assurance team to ensure that quality standards are met
- Help with talent and HR processes, including hiring, training, and enforcing Peak Support’s policies and procedures
- Work alongside the business analyst team in preparing account performance reports by collecting, analyzing, and summarizing data and trends; reviewing reports with the client services and operations directors; sharing account reviews with the client
- Collaborate with Workforce Management team in managing staffing and capacity for optimal production coverage
- Evaluate the performance of Team Leads and other support members and be responsible for conducting the coaching and development opportunities for them
- Maintain an efficient performance management system by implementing Performance Improvement plans and drafting incentive structures with the help of the operations director
- Create strategic plans with the help of Service Delivery and Client Services Directors; conduct process assessment and headcount planning; define account-specific technical requirements and contribute information and analysis to company-wide strategic plans and reviews
- Recommend policies, procedures, and systems relevant to the goals of the organization and client requirements
- Conduct business reviews with Clients and Peak Support Directors (Weekly, Monthly, Quarterly) to evaluate historical trends and ensure action plans are integrated into the process improvement initiatives
- Remain engaged with the IT/tech team to ensure that all tools are running efficiently (internal and client-side)
- Spearhead account launches alongside Project Management Team
- Ensure that Peak Support is represented well to our team members, clients (and their customers), and the community at large
- Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities
- Develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company goals.
To be successful you must:
- Be a leader who can motivate multiple teams in an environment of change and growth
- Be flexible and adaptable to changing client needs
- Possess strong verbal, written, and presentation skills
- Be a self-starter able to facilitate strategic discussions to move the account forward
- Possess excellent judgment/problem-solving skills.
