Learning Experience Leader - Roadside Assistance (Dallas)

Team Lead - Roadside Assistance Specialist

Think of yourself as one of the leaders of the operations department. Team Leads go to work with one thing in mind : to provide the best customer experience to our clients. They are able to drive the performance of teammates in order for them to continuously hit their goals.

As a Team Lead, you will coach and manage teammates, and act as a bridge between your teammates and the other departments. Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs). You will be in charge of managing the team and making sure everyone adheres to their schedules. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, and coaching sessions, to help them improve and grow.

You must be adept at creating reports of your team's performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR-related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team.

As a Team Lead, you will :

• Mentor, coach, and monitor a team of Roadside Assistance Specialists on a weekly basis;
• Provide weekly reporting of the team's KPI metrics and performance to the Operations Manager;
• Monitor and review Team Members' KPIs through data analysis of client dashboards;
• Point of contact for on-shift Roadside Assistance Specialists to assist in the following :

Safely recovering autonomous vehicles;

Think of yourself as someone who is responsible for ensuring that the transportation of our passengers is safe and effective and ensuring that our fleet operations can continue on their transportation missions with minimal delays. Imagine yourself as the "rescue expert" responsible for ensuring safe and secure troubleshooting and problem-solving of vehicle mission error types and other obstacles that may impede or prevent the successful completion of our passengers' rides. As a Roadside Assistance Specialist, you will :