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workforce management data analysis quality assurance excel csat📋 Description
- Lead offshore CareDriver Support Leads to meet SLAs, KPIs, CSAT, eNPS.
- Conduct weekly 1:1s with Team Leads; provide actionable feedback.
- Track QA for all team members; partner with QA Manager to benchmark.
- Escalation point for team; handle escalated interactions as needed.
- Monitor queues, coach on workforce management; assist as needed.
- Identify operational trends; provide data-driven recommendations to SRS leadership.
🎯 Requirements
- Proven management experience with 3-5 years in a team lead or manager role.
- Excellent communication and interpersonal skills; collaborate with leaders.
- Maintain safety as a north star and stay calm under pressure.
- Strategic thinker; solve problems for today and the future.
- Highly organized; manage multiple priorities simultaneously.
- Intermediate Excel; use data for performance management; open to feedback.
🎁 Benefits
- Equity for all full-time employees.
- Flexible vacation.
- Medical, dental, vision and life insurance.
- 401(k) and FSA.
- Remote work.
- Equity stock options.
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