Job Description:The GEO Onboarding Team Lead will manage a team of assigned Client Service and Onboarding Specialists overseeing attainment of team KPIs, training, and assistance with client and worker esclations. The GEO Onboarding Team Lead should have excellent interpersonal and leadership skills in order to create an atmosphere of high-performing, customer focused team members.Key Responsibilities:- Provides encouragement to team members, including communicating team goals and identifying areas for new training or processes.- Provides assistance with client and worker escalations.- Assists management with hiring processses and new member training.- Assists onboarding team members with onboarding processes and oversees team work for quality and compliance.- Ensures compliance with all onboarding processes including: accuracy of salesforce records, handover activities, and data privacy & security protocols.- Generates and shares comprehensive and detailed reports about team performance including progress toward identified KPIs.- Conduct monthly 1x1 meetings with team members, reviewing individual goals and providing constructive feedback.- Manage end to end process of onboarding for GEO workers and clients either directly or via direct reports.- Ensure SLA achievement and high level of client satisfaction with the onboarding process.Skills and Experience required:- Ability to effectively organize and manage multiple company initiatives and encourage team members to do the same- Previous experience leading and managing a team- 2+ years experience in a customer service or client facing role- Excellent written and oral communication skills- Excellent attention to detail- Ability to review monthly stats, KPIs, metrics & reports, identifying weaknesses and create a plan of action- Highly organized with a client focused approach- Ability to think, communicate and present information effectivelyAt Safeguard Global, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and Guardians.
