Job Description
Ride Success Team Lead – Fully Remote Evenings
Remote
New York, New York, United States
Full time
Who We Are:
Ride Health removes the transportation barriers that keep our most vulnerable populations from accessing health care. Ride Health partners with healthcare organizations and transportation providers to strengthen enterprise transportation programs and drive intelligent transitions of care. We blend technology and data with a human approach to break down access barriers and solve some of the biggest transportation challenges that care coordinators, providers, and payers face. Our platform maps out each patient’s unique needs and preferences for the best ride experience across clinical and social needs, ensuring greater access, improved efficiencies, lower costs, and better outcomes.
Who We’re Hiring:
We are looking for a Ride Success Team Lead to partner with and help our Ride Success team resolve higher-level ride support issues to ensure the success of all rides facilitated by Ride Health. The Ride Success team provides world class customer service to our stake holders and proactively monitors and responds to issues in real-time. As the first point of contact for Ride Health partners regarding cross-functional issues, the Ride Support team functions as the eyes and ears of the organization.
This is a full time evening position scheduled Friday – Tuesday.
Success in this position will require exceptional communication skills, creative problem solving, and the ability to use critical reasoning to adapt to and make decisions about new issues on a daily basis. The ideal candidate would be able to aid agents in meeting expected call metrics and provide coaching as needed to ensure agent adherence. Team Leads will need to be adept at performing root cause analysis of issues affecting passenger experience and manage projects related to department success as needed.
Requirements
Responsibilities:
- Influence and support the direct performance of the team associated with Leadership Team’s vision and strategy.
- Monitor the day-to-day performance of the team, identifying performance improvement through coaching, feedback and training methods.
- Assign/coordinate tasks to Ride Success team as needed to manage real-time requests. ensure success of rides scheduled through Ride Health.
- Drive employee engagement through process improvements and incentive-based goals.
- Enhance quality and customer sentiment through QA analysis and implementation of innovation strategies.
- Regularly report on team metrics and provide analytical thought on drivers of performance, regularly meet with manager to provide input strategies on the team and individuals’ performance.
- Collaborate on standard operating procedure documentation, update existing SOP’s as needed and communicate these to the Ride Success Team; follow up to ensure that changes are adopted.
- Assist training department as needed with training of Contact Center, Ride Ops, and Tier 2 agents.
- Ensure that all Ride Success projects are delivered on time and within scope.
NOTE: Candidates must have internet speed of 10 mbps and ability to hard-wire in via ethernet as needed
Qualifications:
- Availability to work a full time evening shift, Friday – Tuesday.
- Bachelor’s degree or equivalent job experience, technical and/or management focus preferred.
- Prior Contact/Call Center experience.
- Zendesk knowledge/experience preferred.
- Excellent verbal and written communication skills.
- Ability to strategically handle competing priorities and demands.
- Strong leadership capabilities.
- Experience with customer relationship management/service is preferred.
- Experience with data analytics tools is a plus.