Regional Shift Lead

As part of the market team, the Shift Lead is responsible for ensuring a seamless Client and Care Pro experience by supporting the Regional Associate team in staffing efforts, stabilizing escalations and supporting investigations. This position receives direction on work and priorities from the Market Manager or Weekend Lead and provides support to the Regional Associates during the assigned shift. The Shift Lead will prioritize work within the market team to meet the dynamically changing needs of partners, clients and Care Pros, including triaging tickets and delegating work. The Shift Lead will also QA success metrics like call answer rates, voicemail resolution and text response rates in live time and reprioritize team assignments as needed. They will coordinate with market team members to deliver a seamless client and Care Pro experience and Provide critical updates to partners and respond to their time-sensitive requests. In addition, they will work cross-functionally to provide feedback and support to other internal efforts such as Care Pro recruiting, CPHR, and billing.