As the Team Lead, reporting to the Operations Manager, your primary responsibility is to act as the facilitator of the team by ensuring excellent customer service, and develop team effectiveness through leading, coaching, motivation and mentoring.

The Team Lead is responsible for the day-to-day running of their respective team. Other responsibilities include problem-solving, quality coaching or other corrective actions within the team and prepare bi-monthly reports and conduct employee feedback sessions. The Team Lead is accountable for team metrics on a weekly/monthly basis.

• Responsible for support staff through providing supervision, leading and mentoring, conflict management, coaching, training, and performance development
• Provide assistance to analysts for any call escalations and during peak periods and outages
• Create, modify, update and adjust staff weekly schedules and attendance records
• Provide Real Time monitoring of the ACD system to ensure that adequate staffing is available at all times
• Support and oversees any outage and/or critical situations
• Review staff weekly timesheets
• Manage the daily survey process and provides feedback to analysts
• Ensure that all new or modified processes and policies are reviewed and implemented by staff
• Responsible for quality monitoring and periodic monitoring of the help desk bins globally and per analyst to ensure that tickets are being handled within the SLAs
• Provide analysts with weekly, bi-monthly or monthly personal metrics report/scorecards through one-one meeting
• Attend client meetings as needed/requested by management

Other responsibilities:

• Back up the Operations Manager if required.
• Attend and monitor the training process for agents
• Work with QA and manager to improve the quality of the support
• Assist with Calls if volume is to high and risk of abandon rate

Required Education and Experience:

• Requires a College Degree in the field of Computer Science
• 3-5 years previous experience Customer Support experience or as a Team Lead and any equivalent combination of education and/or experience
• Proven management of personnel, customer service / customer support experience required.

JOB MANAGEMENT (time management, problem solving, planning)

• The Team Lead should utilize their time to be most efficient and improve productivity. The schedule will be defined by the manager of the team to ensure escalation points availability at almost every time. The work week is the standard 37.5 hours a week with overtime as required
• The Team Lead manages team conflicts so that problems are resolved constructively. He/she should be able to work under little or no supervision based on the guidelines set by his/her Operations Manage
• The Team Lead handles schedule adherence and operations. He/she is responsible for monitoring the team's performance and ensuring that the team stays on schedule and meets their performance metrics. He/she monitors individual team members to identify and schedule required training.

OUR OFFER

• Remote
• Employer-paid E-Learning courses;
• A work from home program;
• Employee recognition awards;
• Referral bonus program
• Team building activities/events