Job Summary: Under limited supervision, the primary functions of the Production Operations Team Lead (Title Follow Up) could include the following:
Act as subject matter expert and first line of contact for management, internal/external customers and Team Members. Assist the Supervisor with monitoring the daily production volumes to ensure client service and quality level agreements are met. Perform inspections and review error tracking reports to identify trends and ensure compliance.
Coach and mentor new Team Members. Develop and maintain processes, including client-specific processes, and communicate process changes to the team. Notify management of issues requiring immediate attention and provide resolution recommendations.
Perform the duties of any of your Team Members. Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Customer Service Responds promptly to customer needs, responds to requests for service and assistance, solicits customer feedback to improve service, and meets commitments.
Detail Orientation Pays close attention to detail and possesses good organizational skills. Verbal Communication Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, and responds well to questions. Written Communication Reads and interprets written information; writes clearly; effectively presents ideas; and accurately documents activities.
Teamwork Balances team and individual responsibilities, exhibits objectivity and openness to others' views, provides and welcomes feedback, puts the team's success above their own interests, builds the team's morale, contributes to meeting the team's goals and objectives, and assists with facilitating and participates in team meetings. Adaptability Adjusts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; and adapts to frequent change, delays or unexpected events. Quality Monitors both individual and the team's work to ensure quality and demonstrates accuracy and thoroughness.
Quantity Completes work in a timely manner and works quickly. Organizational Support Follows policies and procedures, completes administrative tasks correctly and on time, and supports the organization's goals and values. Orderly Keeps work area clean and organized to ensure compliance with safety and security policies.
Monitor/Evaluate Monitors all aspects of the environment while completing routine activities. Decision Making Displays a willingness to make decisions, exhibits sound and accurate judgment, includes the appropriate people in the decision-making process, makes timely decisions, and provides reasoning for decisions. Problem Solving Identifies problems, gathers information, and analyzes the information skillfully to resolve problems in a timely manner.
Leadership Influences actions and opinions of others to a desired direction and exhibits judgment in leading others to worthwhile objectives. Analytical Collects and researches data using intuition and experience to complement the data. Time Management Organizes tasks to ensure effective work and productivity.
Delegation Prioritizes workload and delegates tasks effectively to ensure service level agreements are met. Interpersonal Skills Communicates with others in a warm and helpful manner while simultaneously building credibility and rapport.
High School diploma or equivalent
2-4 years experience in a customer service support position
Intermediate knowledge of PC software applications (i.e. MS Office, Excel, Outlook)
Data entry skills required; ability to type 35wpm or greater at 99.6% accuracy
Phone skills required
Written communication skills required
Working knowledge of internal software preferred
Previous leadership and coaching skills preferred
DMV experience in vehicle titling and or vehicle registration preferred
Knowledge of state requirements for automotive titling preferred
Ability to perform routine and repetitive production work
Ability to sit for long periods of time
Prolonged exposure to computer screens that may lead to eyestrain
Ability to lift or push up to 35lbs