The Team Leader role is responsible for oversight and management of a team of Customer Success Center Engineers. Essential job responsibilities include monitoring calls for quality, providing performance coaching and feedback, tracking attendance and performance of team and individuals, and managing the queue of calls to ensure service levels are maintained.
Requirements
- 3-5 years of work experience in a Call Center/Service Desk practice
- Minimum of 2 years experience managing people in Call Center/ Service Desk practice
- Able to present point of view to gain buy in and drive change
- Gains insight from big picture to enhance tactical steps
- Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision
- Ability to work independently and manage up
- Thrives in an environment of multiple shifting priorities
- Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically
- Strong communication and documentation skills required: this person must be able to incorporate the best ideas from the team, as well as drive acceptance of his/her own architectural and technical concepts
- Sought by others as a leader to resolve issues or help problem solve
- Proactively initiates key relationships to collaborate and pool resources with internal and external partners
- Able to address conflict with others constructively
- Effective at building trust in relationships with employees and managers
- Manages different audience needs with a customer-focused orientation
- Able to work independently and successfully in team environment and interface effectively with senior-level customer representatives
- Offers ideas and suggestions to support achievement of goals
- Applies concepts of project management & resource allocation
- Understands big picture and creates effective solutions through understanding cause and effect
- Sees the big picture and begins to advocate for strategic recommendations
- Must be capable of forward thinking to plan for future technology needs and foresee trends
- Ability and desire to quickly learn new technologies and concepts
Benefits
- Medical, dental, and vision plans
- Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
- Income protection through disability and life insurance
- 401(k) with company match
- Unlimited PTO
- Paid company holidays
- Hybrid/remote work
- Paid bonding leave for eligible employees
- Employee discounts
- Access to our Employee Assistance Program (EAP)
- Accident, critical illness, long-term care, and hospital indemnity coverages
- Legal and identity theft protection
- Pet insurance
- Supplemental life insurances
- Referral bonuses
- Charitable donation matching
- Allowances for eligible roles
