Telematics Ops Team Lead Mentoring & Process Improvement

Element Fleet Management; Maryland; On-site; USD 60,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plan

Job summary

Element Fleet Management in Owings Mills, MD is seeking a Team Lead for Telematics Operations. You will mentor a team of specialists and Genpact resources, drive process improvements, and support client success with strong operational leadership.

A BS/BA preferred; 5–7 years in customer service or operations, proficiency with MS Office, and the ability to influence without authority are valued. You will partner with product and operations teams to enhance the Telematics service model and client

Qualifications

• 5-7 years relevant customer service or operations case management support, preferably in a B2B service environment.
• Dedicated to meet the expectations and requirements of customers; advocates for the customer as the top priority and is passionate about customer needs.
• Builds and maintains productive working relationships based on mutual trust at all levels in the organization.
• Obtains and effectively analyzes data, identifies trends/issues, solicits input, looks at all perspectives, reaches logical decisions or recommendations and acts quickly to implement solutions.
• Ensures work is completed accurately and efficiently, with significant attention to detail.
• Proficiency in MS Office applications (Word, Excel, PowerPoint).

Responsibilities

• Mentor and support the Telematics Operations team and SMEs.
• Monitor SOP quality, collect feedback, and resolve open SOP questions.
• Manage Service Cloud cases within required timeframes and quality.
• Advise leadership on trends and process improvements.
• Drive workflow improvements to improve capacity and efficiency.
• Share and implement best-in-class processes.
• Partner with FPS, client success and telematics leaders.
• Support client implementations and pilots with timely task execution.
• Contribute to Telematics Operations documentation and procedures.
• Collaborate with Product Manager on rollout of new Telematics processes.

Skills

Mentoring

Leadership

Data analysis

Communication

Team collaboration

MS Office

Service Cloud

Education

BS or BA in business or related field

Tools

Service Cloud

Job description

Element Fleet Management in Owings Mills, MD is seeking a Team Lead for Telematics Operations. You will mentor a team of specialists and Genpact resources, drive process improvements, and support client success with strong operational leadership.

A BS/BA preferred; 5–7 years in customer service or operations, proficiency with MS Office, and the ability to influence without authority are valued. You will partner with product and operations teams to enhance the Telematics service model and client