- Provide daily leadership, coaching, and support to Trial Experience Specialists.
- Serve as the primary contact for management inquiries and customer support escalations.
- Facilitate ongoing training with Leads and/or Managers and support new-hire training.
- Monitor team and department health and contribute to strategic team development.
- Track and report individual and team performance metrics and provide feedback.
- Identify opportunities for process redesign and recommend service-quality improvements.
- Resolve advanced customer requests promptly and document them accurately.
- Foster collaboration and effective teamwork.
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