General Accountabilities

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  Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner and meet all monthly customer Service Level Agreements.




• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.




• Provides statistical and performance feedback and coaching on a regular basis to each team member.




• Writes and administers performance reviews for skill improvement.




• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.




• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.




• Ensures employees have appropriate training and other resources to perform their jobs.




• Addresses disciplinary and/or performance problems according to company policy.



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  Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

Job Qualifications

Education

• Bachelor’s degree in Computer Science or related field




• ITSM certification preferred, ITSM foundation training required.

  
  

Experience: 3-5 years of Customer Service and/or Team Lead experience.

Skills

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  Excellent verbal and written communication.
  


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  Excellent meeting facilitation skills, including teleconference and web conference.
  


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  Excellent project management and time management skills.
  
  Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realize value.


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  Ability to work creatively and analytically in a problem-solving environment.
  


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  Good performance management skills including feedback techniques.
  


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  Proficient in Microsoft Office product suite.
  


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  Fluent English language skills required.