Mandarin Customer Service Lead

POSITION SUMMARY (Key tasks and outcomes):

The role of the Statements Lead provides guidance to Supplier Relations Specialist (SRS) to ensure Call Connects and Exports/Recoveries Actuals exceed individual and departmental Targets, as established by the company. Specifically, the Statements Lead provides coaching/training on best practices to team, delivers recommendations that increase efficiency and accelerate revenue pipeline. Additionally, the Statements Lead ensures that each project adheres to our client’s expectations from start to finish. This includes continuous improvements to supplier outreach cycle through feedback loops that guide team – to include streamlined communication with our client’s suppliers utilizing automated (dialer) phone campaigns, sourcing new vendor contact information, and real-time updates to vendor contact database. The Statements Lead must possess the ability to motivate team towards metric achievements, collaborate with a solution driven mindset in a multi-faceted environment while maintaining alignment with key stakeholders such Audit, Recovery and other internal partners.

Specific Responsibilities.

• Motivate team of Supplier Relations Specialist (SRS).
• Self-participation in dialer calls campaigns for several projects daily while also successfully guiding assigned team of SRSs to achieve daily call connect targets, Exports, Recoveries.
• Focus on “Big Picture” while developing strong customer service team. To include streamlined communication with our client’s suppliers utilizing automated (dialer) phone campaigns, sourcing new vendor contact information, and real-time updates to vendor contact database.
• Ensure assigned team successfully exceeds targets set by senior management.
• Identify roadblocks in supplier outreach process and make recommendations to Statements Manager that deliver strategic solutions.
• Evaluate and reassign work queues, including prioritization of key revenue statuses.
• Daily review of Lead queues – answering team questions and involving AA as needed.
• Expedite fast track claims.
• Provide feedback to the Manager about assigned team performance (areas for growth).
• Schedule regular 1on1 meetings with each team member weekly.
• Continuous coaching/feedback.
• Progress updates, sharing metric performance trends.
• Coordinate with team project completion ahead of client deadline.
• Participate in UA testing, vetting enhancements before release to production.
• Maintain up-to-date workflows for documentation, Bot automation, Best Practices.
• Sync Bot Project Rules at start of new audits.
• Knowledge transfer and techniques that promote long-term success for new hires.
• Align project phase per AA direction; shutdown phase awareness for calls and/or exports.
• Assist with implementation of new business processes.
• Approve timecards and PTO for assigned team.
• Provide ongoing mentoring and Performance Review feedback for assigned team.
• Attend onsite/offsite leadership meetings.
• Perform any other tasks that may be required.

POSITION REQUIREMENTS

Knowledge Components:

• Motivate high-functioning and cross-trained teams.
• Metric focused development strategies.
• Performance management driven.
• Knowledge of basic accounting principles.
• Proficient in Microsoft Office applications.
• Capability to write training documents and deliver concise email communications.
• Adapt to new technology and acquire proficiency in proprietary software tools.

Experience (Years and types):

• Preferred: 2 years plus supervisory experience in customer service environment or relevant years’ experience in industry.
• Background in Operations, preferably related to one of the following: customer service, accounting/finance, sales.
• Analysis of data reporting trends.

Education Levels/Credentials (Degree types and Emphasis):

• Associates degree or above preferred.

Skills and Abilities and Other Characteristics:

• Manage multiple projects simultaneously.
• Strong management skills include coaching, mentoring, providing feedback, and navigating high-functioning teams through rapid changes in the business.
• Excellent computer skills (Microsoft Office) and effective communication skills.
• Possess an analytical and customer service centered mindset.
• High degree of integrity.
• Conflict resolution focused.
• Motivate, inspire, results driven.

Physical Work Environment:

• Standard office environment
• Requires some lifting (up to 50 pounds on occasion)
• Requires normal vision (with or without correction)
• Requires talking and hearing spoken words