Remote Solutions Team Lead — Training & Performance

MRO; Norristown (Montgomery County); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Medical/dental/vision insurance

401(k) plan

Job summary

MRO is seeking a capable leader to supervise the Remote Solutions ROI team. The role focuses on maintaining high standards of quality and productivity, coaching staff, and driving continuous improvement through metrics analysis and staff development.

The ideal candidate will manage performance, coordinate training, and ensure timely client deliverables while fostering a positive, motivated work environment and strong internal collaboration.

Qualifications

• Bachelor’s degree or equivalent combination of college and experience.
• Strong leadership and mentoring abilities with a proactive mindset.
• Experience with metrics management and performance analytics.
• Experience with customer service environments or phone groups.
• Excellent written and verbal communication skills.
• Ability to motivate and coach a team to achieve high performance.

Responsibilities

• Supervise and maintain standard operating procedures for the Remote Solutions ROI team.
• Assess and appraise employee performance; provide counseling as needed.
• Develop and oversee employee training programs.
• Supervise daily workflows and adjust resources as required.
• Lead team meetings and coordinate quarterly 1-on-1s with staff.
• Produce departmental performance reports and procedural documentation.
• Monitor turnaround times and deadlines for client deliverables.
• Interface with client contacts to address escalated issues and coordinate with internal teams.
• Provide oversight and support for the Remote Solutions Team; ensure quality and productivity.
• Track production and turnaround data via system reports.

Skills

Leadership

Mentoring

Metrics management

Customer service experience

Coaching

Staff development

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

MRO is seeking a capable leader to supervise the Remote Solutions ROI team. The role focuses on maintaining high standards of quality and productivity, coaching staff, and driving continuous improvement through metrics analysis and staff development.

The ideal candidate will manage performance, coordinate training, and ensure timely client deliverables while fostering a positive, motivated work environment and strong internal collaboration.