Team Lead Trainee | Full-Time, Remote Work  

Team Lead Trainee. Essentially, it is a management trainee role that aims to equip qualified individuals with the necessary experience and skillset to become Team Leads and hopefully future leaders in Magic. We would like you to be part of the first-ever wave of trainees. As a disclaimer, it is a working experiment and many facets will change as we lead forward with this initiative.

What happens during this initiative? You will undergo an immersion phase of 9 weeks working as an Operations Specialist (magician) in a battalion. This will allow you to really learn the foundation of what we do as a company. Your progress will be shared to you by your supervisor via a weekly documented coaching session. After such, you will undergo 3 weeks of Pod Lead (Team Lead) training. Your progress will be tracked in the same way, through weekly document coaching sessions. Should you pass training, you will be next in line for a Pod Lead position as soon as one opens up.

Quality Responsibilities:

• Coaching team in real-time
• All communication sent to clients are appropriate and accurate
• Brainstorming and strategizing with the team in the life
• Guidance with execution strategies based on the client’s expectations and preferences
• Catching errors and incorrect details and recording them
• Anticipate and prevent risks that will threaten the client experience
• Standard operating procedures are known and followed
• Advance the skillset of the new and current workforce

Ensuring a proper transition between shifts

• Information is properly transferred to the next Team Leads
• Urgent and important information (e.g. client escalations) is emphasized

You work to resolve significant problems (e.g. service escalation, fraud, loss of company money, service mistakes, HR concerns, etc.), either by fixing them from within your team or by reporting them to the appropriate person.

Responsibilities for Resolving Immediate Problems in Live Operations:

• All escalations that the Team Lead is aware of are labeled and addressed.
• All escalations that the Team Lead is aware of must be addressed in a timely manner by the Team Lead, addressed by a capable team member handling the escalation with the Team Lead’s guidance, addressed by another team (e.g. Finance), or addressed by a supervisor.
• Updates Supervisor with a load status report
• Update Supervisor about service mistakes
• Updates Supervisor in a timely manner about any notable incidents. Notable incidents include, but are not limited to:
• Fraud
• Financial Losses
• Escalations, poor client experiences, and support tickets
• Important requests that are at risk
• Software bugs should be reported to Engineers (Loop in your Supervisor)
• Vendor escalations post Vendor Relations Support Ticket in appropriate channel; loop in your Supervisor)
• HR concerns within the team (also bring up to the HR team)

You will manage tasks assigned to your team in the task management software. You will ensure handoffs between shifts are happening properly.

Task Management Responsibilities:

• Assign and balance tasks among shift members
• Ensures all TMs approved within the shift meet our suggested standard of quality
• Ensures no TMs are left disapproved by end of shift
• Ensures all Externals have internals by end of shift
• Ensures no empty requests by end of shift
• Ensures all TMs from your shift are Unassigned for the next shift
• Any live request that is going to cross over into the next shift gets handed off to the receiving team member
• Oversee freelancers and freelance leads assisting shifts

You are responsible for ensuring accurate financial transactions within your team.

Financial Responsibilities:

• Charges to clients for transactions
• Declined weekly bill users are not worked on unless approved by Supervisor
• Accurate vendor payments

Alongside the other Team Lead, you are the clear leader of your team and communicate regularly with your team. You are a positive influence and are trusted by your team to develop their strengths and address their problems. You are working closely with your Supervisor on initiatives to improve the most important metrics for your battalion.

Leadership Responsibilities:

• Stepping in to work on tasks or work as a Team Lead when necessary, due to lack of coverage or unusually high demand within or outside of your team
• As agreed upon with your Supervisor, Team Lead syncs are scheduled and focused on improving service quality
• Reports freelancer attendance
• Reports freelancer feedback to Supervisor with details on performance and specific instances utilizing the necessary means
• Foster an environment of growth
• See-through project implementation
• Flexible and will do what it takes to reach a goal

• Must have at least 1-year previous experience as a team supervisor/lead
• Must be able to work graveyard, day or night, and weekends
• Must have a good working laptop/desktop and stable internet connection (ready to work from home)
• Must have good communication and leadership skills
• Must be proficient in the English Language
• Must be willing to undergo a 2-week training to understand our software.

This position is full time (8 work hours/day (w/1-hour break/day), 40 work hours/week),