POSITION:

The User Operations Team Lead will mentor and manage a team of User Operations Specialists that support The Predictive Index’s 200+ certified partners and 8,000 customers across two platforms.  This individual should have a passion for developing others, building effective teams, and delivering world-class service. They should have a knack for decision making and solving new challenges in a fast paced, challenging environment. 

 

YOUR DAY-TO-DAY:

  • Manage the daily operations of your team, including, but not limited to queue management, and handling customer/partner escalations.
  • Provide support with incoming cases during times of peak volume via phone, email and live chat. 
  • Lead and develop a high-performing team of User Operations Specialists by setting clear performance expectations with team members, closely monitor agent productivity, conduct timely coaching, and deliver ongoing feedback.
  • Success in the role is measured by your team’s CSAT scores, first response time, and issue resolution time, as well as the successful growth and development of your direct reports.
  • Partner with Sr User Operations Specialists or other internal resources to ensure you and your team stay abreast of new product changes, business procedures, and have all the necessary resources to enable clients and partners. 
  • Make data-driven decisions by keeping a close pulse on business intelligence data to identify opportunities to improve processes, procedures, and/or systems (both proactively and responsively). 
  • Conduct bi-weekly one-on-one meetings with direct reports, quarterly Personal Development Plan sessions, while leveraging the tools and best practices of talent optimization. 
  • Proactively partner with other departments such as Product, Engineering, Partner Success, Finance, and Business Systems & Intelligence to ensure client and partner needs are being met and their voice is being heard.
  • Provide input in meetings and participate in cross-functional groups to identify and drive forward improvements to internal/external communications, business processes, tools, and products.
  • Manage and approve time-off requests and approve time cards within our payroll system. 
  • Organize and oversee the onboarding process for new User Operations Specialists on your team using our project management tool, Asana, and through scheduled training sessions/walk-throughs. 
  • Drive improvements in service excellence by embodying our core values, evaluating call recordings and email/chat communication, and conducting quality assessments using a scorecard. 

 

SHOULD YOU APPLY?

If you’ve got all the below skills, drop what you’re doing right now and reach out. If you’ve got some of these skills, we still want to hear from you!

  • A strong track record for delivering exemplary service - excellent communication skills, solution-oriented mindset, empathy for the customer.
  • A demonstrated ability to think and act quickly and decisively. 
  • Leadership mentality with the desire to continue the path of growth, learning, and development.
  • A track record of problem-solving and intellectual curiosity - you seek out, identify, and drive forward improvements to increase efficiency, improve the user experience, and the employee experience. 
  • A passion for helping others succeed. You work with and through others; their success is your success!
  • Skilled at effectively coaching your teams or peers. 
  • Self-starter and autonomous, ability to work independently, prioritize and get things done.

 

The Predictive Index participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

The Predictive Index is an Equal Opportunity Employer.

Apply for this Job

* Required
  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at The Predictive Index are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.