Role Summary
The Team Lead provides day-to-day leadership, coaching, and operational oversight to a team of Warranty Specialists to achieve operational excellence. As a technical subject matter expert, you will oversee workload distribution, drive performance management through clear expectations and accountability, and foster team development. By ensuring accuracy and efficiency in account oversight, the Lead Admin plays a critical role in maintaining high standards of service and ensuring overall client satisfaction.
Key Responsibilities
Leadership & People Management
Lead a team of Warranty Administrators by providing guidance and support on a daily basis
Facilitate team meetings
Participate in interviewing and selecting talent
Reviewing, developing, and evaluating talent
Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach on critical behaviors)
Model, train, and coach expectations to deliver the service standard
Proactively coach employees as needed
Keep the team motivated
Scheduling Warranty Administratorsand ensuring there is coverage/back-up
Operational Oversight & Account Management
Review, monitor, and adjust accounts and workload as needed, ensuring the accuracy, efficiency, and productivity of all team members
Review each admin’s accounts on a weekly basis
Verifying EOM billing
Serve as second-tier support for client escalations from Warranty Administrators
Demonstrate a service culture that prioritizes customer satisfaction
Technical Expertise & Collaboration
Serve as an OEM and technical subject matter expert
Maintain OEM training and/or certification, if applicable
Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp
Participate in Sales calls and Kickoff meetings
Additional Information
Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration.
Requirements
What You Need for This Position
Prior experience as a Warranty Specialist
A passion for people
Strong communication skills and professional writing skills
A desire to find solutions
Strong sense of self awareness and people management skills
Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software
Current WarrCloud employees who apply for this position must also demonstrate that they have mastered the "Recipe for Success" tools and principles. This will be done through a live skills demonstration during the job interview.
Nice to Have
Previous management or leadership experience
Originally posted on Himalayas