Team Leader Regional Case Management (Onsite)
Core
Supervise a team of Regional Case Managers to achieve performance metrics, manage case volumes/backlogs, and ensure adherence to service standards.
Role type
Team Leader (Call Center Operations)
Builds
Customer case resolution workflows and team performance outcomes
Domain
Customer Service / Case Management
Deliverable
dashboards & analysis
Required skills
Team leadership, performance coaching, KPI/SLA monitoring, operational data analysis, stakeholder collaboration, hiring support, training facilitation, Microsoft Office Suite proficiency, multi-priority management
Preferred skills
Automotive/consumer affairs experience, Tier 2/3 case management, CRM systems (Salesforce), Bachelor's Degree
Responsibilities
Lead and coach a team of Regional Case Managers; Monitor regional case volumes, backlog trends, and aged case performance; Analyze operational data to identify process gaps and improvement opportunities; Partner with Operations Managers to implement action plans for reducing aged cases; Participate in candidate interviews and hiring decisions; Support execution of new hire training and nesting programs.
Seniority
Mid-level, hands-on IC