Shared services lead - non agent

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!