Team Leader - Proactive Resolution

2 hours, 32 minutes ago
Full-time
Mid Level
Quality Assurance and Testing
ItsaCheckmate

ItsaCheckmate

ItsaCheckmate simplifies digital orders and menu management for restaurants by integrating with various platforms directly into the POS, eliminating the need for tablets and manual transfers. Operators benefit from increased order volume, reduced error...

Hotels, Restaurants & Leisure
51-250
Founded 2016
$3M raised

Description

  • Manage and lead a team of error handling and proactive resolution specialists, including POS conversions, error resolution, and pricing discrepancy processes.
  • Coach, mentor, and train team members to ensure they have the skills and knowledge to deliver consistent, high-quality support.
  • Develop and maintain shift rosters to ensure adequate coverage and optimal utilization of resources.
  • Document error handling processes, procedures, and best practices to ensure consistency and knowledge transfer.
  • Implement and perform quality assurance to measure team performance and ensure accuracy and consistency in order error resolutions.
  • Analyze order error metrics using data analytics tools, generate reports on KPIs (order error volume, pricing discrepancy, error rate), and present actionable insights.
  • Lead process optimization efforts to improve error rates and reduce pricing discrepancies, and identify opportunities for automation and efficiency gains.
  • Manage day-to-day workflow within the Error Handling department, including real-time resolution of order errors and proactive reduction of order issues.
  • Collaborate with cross-functional teams (product development, customer support, etc.) to communicate order errors, address systemic issues, and drive product improvements.
  • Handle ad hoc requirements and tasks to support continuous improvement and operational needs.

Requirements

  • Bachelor's degree in a related field.
  • 3–5 years of relevant work experience with in-depth knowledge of proactive and error resolution processes.
  • Leadership experience in Quality Assurance, Quality Control, or a related field (preferred).
  • Strong team management, coaching, mentoring, and interpersonal skills.
  • Proficiency in documenting processes and creating training materials.
  • Experience in data analysis, reporting, and presenting findings to stakeholders; familiarity with analytics tools.
  • Demonstrated ability to drive process improvement and implement automation initiatives.
  • Strong problem-solving and decision-making skills with the ability to adapt to changing priorities and a fast-paced environment.
  • Certification in project management or leadership (preferred).
  • Experience with process automation tools and technologies (preferred).

Interested in this position?

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