Team Lead – Payroll Partner Operations

A High school diploma/GED is required.
Minimum of 6-months experience mentoring peers and/or direct reports is required.
3 years Customer Service experience required.
1 year experience with data analysis and understanding of insurance operational practices required.
Knowledge of insurance underwriting and customer experience operations, best practices and processes is required.
Intermediate communication (written and verbal) skills, to deliver more complex information effectively.
Intermediate problem solving skills to be able to manage complex tasks and work through to solutions with little guidance and direction.
Intermediate awareness of your own tasks, and how it impacts the team and deliverables.
Basic leadership skills and some general experience leading work groups or task forces in specific projects.
Ability to analyze current operations and develop options for improved efficiency, conversion or cost reduction.
Key knowledge of service metrics and how to apply them.
Ability to travel up to 20% in this position is required.

Track and analyze metrics and KPIs, including SLA, adherence, average handle time, and Quality to ensure team performance meets team goals.
Collaborate and partner with the Quality team to fully understand the scorecard, the methodology and the feedback mechanisms.
Provide coaching and feedback to team members to foster professional growth and improve overall team performance.
Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.
Recognize patterns in contact methods, issue origins, and user behavior to proactively address potential service challenges.
Demonstrate a lean-in approach to issues and projects that reflect our passion to get to the true source of the issue.
Participate/support general duties such as payroll, representing Pie policies to team members, and fluency of workflows to support team members.

Bachelor’s Degree or equivalent experience with some college coursework is preferred.
Experience directly supervising others in a production environment is preferred.
2 years experience providing operational support in a fast-paced environment is highly preferred.
Familiarity with G-Suite and cloud based programs is preferred.