Team Leader

Who We Are
HungerRush, a US based restaurant point of sale, merchant services software company, is developing technologies and capabilities to enable HungerRush to fulfill restaurant phone orders. The technology supporting these aspirations are new / emerging / immature. Because these technologies (Bots) are emerging, HungerRush is supporting this business with live team members listening to customer calls and manually documenting the customer’s order. This manual process enables the Bot to repeat the order to complete the process.

Job Title: Team Leader

The Environment You Will Support:

Customer order analysis/validation and support for OrderAI product
Outsourced team of ~100 overseas contractors of which each Team Leader will support 10+ team members, all remote / virtual.
An ecosystem reimagining how best to provide a best-in-class post sales customer experience as efficiently as possible, with the most automation possible.

What You Will Do and Deliver and the Outcomes Desired:

1. Coach / mentor / develop / train Team Members on how best to capture customer orders in the most efficient, accurate ways possible.
2. Use data / reporting to monitor your team’s progress specific to order conversion, accuracy, and speed, in comparison to the larger team.
3. Create a high performing team balancing driving outcomes while building high engagement.
4. Continuous performance improvement at the team and Team Member levels.
5. Continually monitor Team Member order entry activities and listen to recorded calls as means to understand Team Member behavior, identifying performance opportunities.
6. Develop and refine processes and procedures / share best practices with the larger organization.
7. Drive expected operational outcomes based on process, procedure, and required behaviors.
8. Serves as an SME (subject matter expert) for the overall organization.
9. Tightly partner with and serves as a resource/provide support to the OrderAI Operations and Dev groups.
10. Identify opportunities to streamline workflows through technology.
11. Collaborates with other managers regarding intradepartmental issues.
12. Assist with technical troubleshooting when needed in support of team.
13. Identifies areas of improvement needed for future company scalability and manages the process taken to implement said improvements.
14. Finalizes the development of strategies to promote adherence to company regulations and performance goals as well as 15. creating policies and SOPs for the Client Support group.
16. Conduct team meetings and 1-1’s to update members on best practices, changes in SOP, and continuing expectations.
17. Coordinates WFM activities of the group to fit within coverage and staffing requirements with WFM Generalist.

What You Need to Succeed:

Minimum of 2+ years of contact center leadership experience or a top performer as a Team Member / subject matter expert, preferably within the current contractor population.
A passion for developing people.
A passion for continuous improvement.
A passion for meeting / exceeding operational goals.
Knowledge of Customer Service procedures and principles.
2+ years deep expertise in contact center analysis and best practices
Knowledge in working with CRM and SaaS software applications.
Demonstrated ability to multitask with precision and accuracy.
Ability to deliver outcomes when data is limited or inconsistent.
Fixer / builder mentality and confidence to provide input and pushback in group settings.
Passion and track record of solving complex business problems.
Collaborative way of working, change agent.
Communication skills (PPT, visual story telling necessary) allowing individual to explain strategy and executional approach.
Transformational mind-set truly enjoys continuous change and evolution.
Excellent relationship building, diplomacy, and decision-making skills.
Thinks, acts and executes like a thrifty business owner.
Creative with an automation 1st mind-set.

To Apply:
Please send your updated Resume to: Subject : Team Leader Position
Norell Ramirez: Click to view
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