Pod Lead, Sparrow Guided Team
New
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SparrowLeave Management
US RemoteFull-TimeLead
Salary34.23 - 42.31 USD per hour
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Job Details
- Experience
- More than 2 years of client-facing experience
- Required Skills
- Quality AssuranceMentorshipProcess improvement
Requirements
- Currently a Leave Specialist II or III on the Guided team.
- Solid understanding of the Guided service model and Sparrow's leave management process.
- History of frequently assisting new team members through training and shadowing.
- Must be in good standing in your current role.
- More than 2 years of client-facing experience where relationship-building is valued.
- Stellar attendance record and strong track record of reliability.
- Expert knowledge of leave management.
- Highly organized and detail-oriented with the ability to track tasks across multiple employees.
- Superior communication skills, capable of explaining complex information clearly and empathetically via email, phone, or video.
- Ability to provide consistent, constructive feedback to support team members' growth.
Responsibilities
- Oversee the day-to-day workflow of your pod, assigning tasks and leaves to ensure coverage needs are met and SLAs are maintained.
- Serve as the primary escalation point for complex or sensitive leave situations within your pod.
- Work with CX Managers to identify areas of improvement for pod members.
- QA leave plans, payroll plans (PPPs), and email communications to ensure accuracy, consistency, and a high standard of customer experience.
- Provide on-the-job training and mentorship to Leave Guides on your pod, supporting new hires and upleveling experienced staff.
- Identify, innovate, and take initiative on new processes to drive efficiency and productivity improvements.
- Serve as the voice of Guided customers to assist cross-functional teams with product and service refinement.
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