Client Support Analyst Team Lead  

Job Description

About the Company

Code Ninja houses 3 different US-based tech companies. This role will be assigned to Veterans Home Access or DD214 Direct. It is a technology-first company dedicated to helping veterans and military families retrieve their government records. We aim to be the change these veterans need in getting their benefits faster.

Who You Are

As a team leader, you will be the contact person for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.

Ultimately, you should lead by setting a good example and engaging the team to achieve goals.

Key Responsibilities

• Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company.
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• Establish operations objectives and work plans, delegate assignments to subordinates when necessary, and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.
• Manage and drive performance from the team in meeting SLAs and KPIs, efficiently coach subordinates in meeting the metrics
• Manage team attrition
• Collaborate with the shared services team — Recruitment and Finance, to improve agent profiling and performance
• Other duties and responsibilities as assigned

What you will do:

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Suggest and organize team building activities