Job Description

Role: Team Lead - Service Desk

Location: Franklin, Wi 53132

In the role of Team Lead, you will manage a team of executives in customer service operations. The main objective of the role will be to supervise the day-to-day delivery and performance of the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Partner with other functional areas within (Sales, Business Care Managers, NBSC Voice representatives, etc.) to ensure Customer satisfaction; provide Customer care support for other areas of Client that are working with Customers
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
• Team Leads will have program level customer experience targets to achieve.
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
• Team Leads will have program level customer experience targets to achieve.

Basic Qualifications:

• High School Diploma or GED or equivalent
• Minimum of 4 years of related experience related to the job description
• Preferred Qualifications:
• 2-3 years of experience in working in Customer Service/Tech Support process - providing support to customers on their post sales queries, initial troubleshooting, billing/reporting product support, billing inquiries/issues, payment processing, account and Service Level changes such as rate plans, features, etc. (single transaction and bulk changes), equipment troubleshooting and upgrades, network troubleshooting, general service information, international calling/roaming support and migrations, and warranty exchange.
• 1 year in the role of a Team Lead in Customer Service Operations
• Customer service operations with preferred experience in Mobility/Wireless Phone issues knowledge and environment

Willingness to work in rotational shift

Job Tags

Similar Jobs