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!