Now Hiring - APEX Analytix, Inc. - Call Center Team Lead in Greensboro, NC

Full description of the position

About Us: At apexanalytix, we're lifelong innovators! Since the date of our founding nearly four decades ago we've been consistently growing, profitable, and delivering the best procure-to-pay solutions to the world. We're the perfect balance of established company and start-up. You will find a unique home here. And you'll recognize the names of our clients. Most of them are on The Global 2000. They trust us to give them the latest in controls, audit and analytics software every day. Industry analysts consistently rank us as a top supplier management solution, and you'll be helping build that reputation. Read more about apexanalytix - [please apply online] QUICK TAKE - The role of the Call Center Team Lead provides guidance to SRS, SRA, SA, and Support teams - to ensure Productivity and Exports/Recoveries Actuals exceed individual and departmental targets, as established by the company. Specifically, the Statements Lead provides coaching/training on best practices to team, delivers recommendations that increase efficiency and accelerate revenue pipeline. Additionally, this person ensures that each project adheres to our client's expectations from start to finish. This includes continuous improvements to SRS, SRA, and SA business processes that leverage technology automation to support our client's suppliers by various channels: phone calls, incoming/outgoing email responses, statement analysis (credit keying), and Exports to Recovery. The Statements Lead must possess the ability to motivate team towards metric achievements, collaborate with a solution driven mindset in a multi-faceted environment while maintaining alignment with key stakeholders such Audit, Recovery and other internal partners. * THE WORK - * Motivate team of Supplier Relations Specialist (SRS), Supplier Relations Analyst (SRA), Statement Analyst (SA), and SRS Support Team. * Focus on "Big Picture" while developing strong customer service team. * Experience delivering solutions through technology integration and operations process. * Ensure assigned team successfully exceeds targets set by senior management. * Identify roadblocks in supplier outreach process and make recommendations to Statements Manager that deliver strategic solutions. * Evaluate and reassign work queues, including prioritization of key revenue statuses. * Daily review of Lead queues - answering team questions and involving AA as needed. * Expedite fast track claims. * Provide feedback to the Manager about assigned team performance (areas for growth). * Schedule regular 1on1 meetings with each team member weekly. * * Continuous coaching/feedback. * Progress updates, sharing metric performance trends. * Coordinate with team project completion ahead of client deadline. * Participate in UA testing, vetting enhancements before release to production. * Maintain up-to-date workflows for documentation, Bot automation, Best Practices. * Sync Bot Project Rules at start of new audits. * Knowledge transfer and techniques that promote long-term success for new hires. * Align project phase per AA direction; shutdown phase awareness for calls and/or exports. * Assist with implementation of new business processes. * Approve timecards and PTO for assigned team. * Provide ongoing mentoring and Performance Review feedback for assigned team. * Participate in onsite/offsite leadership meetings. * Perform any other tasks that may be required. * Knowledge, Skills, and Attributes * Knowledge Components: * Motivate high functioning and cross-trained teams. * Metric focused development strategies. * Performance management driven. * Knowledge of basic accounting principles. * Proficient in Microsoft Office applications. * Capability to write training documents and deliver concise * THE MUST-HAVES - * Preferred: 2 years plus supervisory experience in customer service environment or relevant years' experience in industry. * Background in Operations, preferably related to one of the following: customer service, accounting/finance, sales. * Analysis of data reporting trends. * Skills and Abilities and Other Characteristics: * Manage multiple projects simultaneously. * Strong management skills include coaching, mentoring, providing feedback, navigating high functioning teams through changes in the business. * Excellent computer skills (Microsoft Office) and effective communication skills. * Possess an analytical and customer service centered mindset. * High degree of integrity. * Conflict resolution know how. * Motivate, inspire and manage people. * Physical Work Environment: * Standard office environment * Requires some lifting (up to 50 pounds on occasion) * Requires normal vision (with or without correction) * Requires talking and hearing spoken words * Over the years, we 've discovered that the most effective and successful associates at apexanalytix are people who have a specific combination of values, skills, and behaviors that we call "The apex Way". Read more about The apex Way - *[please apply online] * Benefits At apexanalytix we know that our associates are the reason behind our successes. We truly value you as an associate and part of our professional family. Our goal is to offer the very best benefits possible to you and your loved ones. When it comes to benefits, whether for yourself or your family the most important aspect is choice. And we get that. apexanalytix offers competitive benefits for the countries that we serve, in addition to our [please apply online] initiative that encourages employees' growth in six key wellness areas: Emotional, Physical, Community, Financial, Social, and Intelligence." With resources such as a strong Mentor Program, Internal Training Portal, plus Education, Tuition, and Certification Assistance, we provide tools for our associates to grow and develop.