Team Support Team Lead

Role:

The role of a Team Support Team Lead is to lead and support their team to achieve objectives set by the management team. The Team Leader should assist their team to enable them to learn the systems and tools necessary to perform at their optimum level. It is the responsibility of the Team Leader to empower the employees working on their team with the tools and training they need to effectively and efficiently complete their tasks.

ADR strives to provide a very healthy company culture and environment that allows for the continued success of each Team Leader. The company strives to be a highly desirable organization to work for and believes its people are the most important asset to the company.

Specific Responsibilities:

• Ensure all members of your team are achieving the metrics established
• Identify areas for improvement with each team support team member
• Create individual coaching methods to improve the performance of each team member
• Provide positive feedback often and frame any negative feedback in a constructive manner
• Show compassion when necessary during feedback sessions
• Work closely with Billing Department and Hauler Liaisons Department to maintain accurate hauler information in CRM
• Enter hauler info into the CRM within 24-48 hours
• Communicate updates to your team members following meetings
• Provide weekly feedback to the management team on weekly performance reports
• Meet with each team member weekly to check in and improve your relationship
• Help with interviewing candidates as required
• Constantly reflect on how your leadership style is affecting your team and make any necessary adjustments
• Provide a highly encouraging environment for your team members
• Address poor performance with team member(s) immediately and professionally. This will include write ups, action plans, coaching cards, etc.
• Encourage team members to participate in company events
• Frequently check-in to understand your team’s performance and make any corrections as necessary
• Manage attendance, PTO days, and team schedules of your team members
• Nest, shadow, and role play with your team regularly
• Attend online and event training as requested
• Address company-specific concerns with management or other leaders first before speaking with team members, being conscious of the concern’s effect on company morale
• Encourage a friendly and competitive atmosphere
• Create videos as required for ADR University
• Meet your individual team goals as determined by the management team
• Spot check the work of your team to check for accuracy
• Conduct Bi-annual reviews of each member of your team
• Help to create and maintain a career path process for team support specialists
• Report repetitive mistakes of sales specialists and sales team lead to Director of Sales
• Help to optimize CRM to make it quicker and more efficient for the Team Support Staff
• Aid in building out processes and systems to help team support work together and with other departments more efficiently
• Work with Director of Billing and Director of Sales to help develop a hauler grading system so that team support picks the best and most profitable haulers
• Work with your team to make sure headers are up to date at all times and include accurate hauler availability
• Meet regularly with Director of Sales to understand how we can work help our sales specialists
• Monitor the hauler lines to make sure we are communicating with haulers as needed
• Monitor the customer phone lines to communicate with customers when needed.
• Ensure team members are monitoring and effectively managing team emails
• Manage and delegate any necessary tasks that need to be completed (calling for signing of agreements, declining orders, trip charges, order cancellations, etc.)
• Hold regular team meetings to share any pertinent information, update any necessary training, provide encouragement and feedback
• Aid in training of understanding difference between haulers and knowing/understanding each hauler and their pricing
• Make suggestions for continued training of team members to other team leads in other departments in areas that their role relates to the team support department
• Search for books, videos, and other training materials that can help your team learn and grow and share with them
• Cross train with other departments as time allows
• When communicating with team members, customers, haulers, and anyone inside or outside of ADR, make sure to continue our service with a smile

General Responsibilities:

• Understand and embrace the company core values, mission and vision
• Contribute to a fast-paced, high-volume, fun, energetic environment
• Follow the rules and guidelines established by the management team
• Be aware of areas that may require improvement and work on them
• Be respectful to your teammates
• Arrive to work on time when you are scheduled
• Support your team members as necessary
• Show up everyday 100% engaged with a positive attitude
• Ensure your teams software and hardware meet company requirements
• Complete special assignments and other tasks as assigned
• Be in the ADR Office during scheduled work hours and meetings
• Communicate positively and respectfully with everyone

Benefits & Compensation:

• Compensation: Negotiable based on experience and tenure
• Health Coverage
• Vision/Dental
• 401k + matching
• Additional Aflac coverage options
• Paid holidays
• Paid Time Off

ADR invests significantly in the well-being of each team member. It is common for all team members to always be improving their performance at each level in the organization. Don’t worry if you are being coached on something, we all have coaches, at every level. Regular improvement is part of our culture. We hope you embrace it and see the positive outcome.

Quarterly performance reviews will be done with your manager.