Billing Assistant Team Lead

Position Summary:

The Assistant Team Lead (ATL) plays a critical support role in daily operations, team performance management, resource allocation, and communication. Acting as a strategic partner to the Team Lead, the ATL is responsible for helping drive production, coaching team members, ensuring quality standards are met, and supporting team cohesion and development. This role requires strong organizational, communication, and problem-solving skills, with the ability to operate both independently and collaboratively.

Key Responsibilities:

Daily Responsibilities:

• Coordinate with the TL to develop and execute the daily plan and team strategy.

• Set and track daily pacing goals for individuals and the team; review previous day’s performance using tools such as Power BI, ABP dashboard, and the billing portal dashboard.

• Monitor and allocate team resources effectively based on workload, availability, and overtime capacity.

• Support production gaps by completing billing for out-of-office or orphan portfolios.

• Perform daily handback reviews and quality control (QC) when necessary.

• Lead or assist in daily team huddles, including performance reviews, goal setting, training opportunities, and team engagement activities.

• Check in with team members regarding individual performance goals, training needs, and inbox monitoring.

• Respond to team chats within 20 minutes and emails within 24 hours.

• Follow up on outstanding EWOK tasks and assist with client/internal escalations.

• Support departmental projects, including setup, troubleshooting, tracking, QC, and training.

Weekly Responsibilities:

• Review team and individual performance metrics; escalate concerns to TL or STL.

• Maintain and update development plans for individual team members.

• Coordinate staffing adjustments to ensure workload balance and timely completion of work.

• Score a minimum of two customer experience (CX) emails per team member weekly and schedule 1:1s as needed for coaching.

• Assist TL with team member performance plans and documentation.

• Communicate resignations, new hire needs, or training gaps to TL or STL.

• Attend and contribute to team and department meetings; help cascade information down and promote peer-to-peer communication.

• Assist in planning and leading the weekly team meeting, including training follow-up and task assignments.

• Support weekly 1:1 meetings with shadowing and training where needed.

Monthly Responsibilities:

• Collaborate with the TL to review monthly team performance (quality and efficiency) at both the team and individual level.

• Assist with staffing and resource planning based on output and workload trends.

• Participate in SOE (Statement of Expectations) preparation and team review sessions.

• Lead conversations with the team on successes, challenges, and improvement strategies for the upcoming month.

• Conduct QC audits to maintain quality standards and skill proficiency (target: 10 properties/month).

• Strategize and own monthly performance outcomes alongside the TL.

• Partner with the Training team to identify and implement development needs