Onboarding Team Lead

Onboarding Team Lead

Overview: The Onboarding Team Lead is responsible for supporting the onboarding process for new customer service agents, ensuring they are well-prepared to deliver exceptional service. This role emphasizes administrative duties, including coordinating training sessions, maintaining records, and assisting with the evaluation of new hires. The Onboarding Team Lead works closely with the Onboarding Manager and other stakeholders to facilitate a smooth transition for new agents into their roles. 

Responsibilities: 

Coordinate Onboarding Programs: Assist in the execution of structured onboarding programs in collaboration with the training department. 

Schedule Training Sessions: Organize and schedule training sessions on company products and customer service best practices. 

Maintain Detailed Records: Keep accurate and comprehensive records of all training activities, including attendance, training materials used, and the progress of each new agent. Ensure that all documentation is up-to-date and easily accessible for review. 

Support Performance Evaluation: Assist in monitoring and assessing the performance of new agents, providing administrative support for feedback and evaluation processes. Document performance metrics, feedback provided, and any follow-up actions required. 

Facilitate Communication: Act as a liaison between new agents, team leaders, and the Onboarding Manager to ensure clear communication and a smooth onboarding experience. 

Mentor and Coach New Representatives: Provide guidance and support to new agents during their onboarding period. Offer one-on-one coaching sessions to help them understand our customer service standards and processes, improve their customer service skills, and address any challenges they may face. Encourage a positive and productive work environment by fostering open communication and providing constructive feedback. 

Identify Process Improvements: Help identify areas for improvement in the onboarding process and recommend enhancements. 

Stay Updated: Keep abreast of all product and process updates and best practices in customer service training and development.

Qualifications

Required Qualifications / Experience 

Proven experience in administrative roles, preferably in a customer service or training environment. 

Strong organizational and time-management skills. 

Excellent communication and interpersonal skills. 

Proficiency in using training tools and software 

Ability to work effectively in a fast-paced environment. 

Attention to detail and accuracy in record-keeping. 

Preferred Qualifications / Experience 

Familiarity with customer support platforms such as Zendesk. Experience in customer service training and development.

Comprehensive Benefits Package: 

Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too! 

Location Limitations: 

Please note at this time, we are not accepting applications from candidates based in Alaska (AK), California (CA), Connecticut (CT), Delaware (DE), Hawaii (HI), Louisiana (LA), Massachusetts (MA), New Mexico (NM), New York (NY), Oregon (OR), Washington (WA), Washington, D.C. (DC), Illinois (IL), or Wyoming (WY). We encourage candidates from other locations to apply for our open positions. 

Equal Opportunity Employer: 

Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.