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Service Desk Team Lead will be responsible for assessing and addressing all quality and training needs specific to their area of responsibility, with a focus on increasing efficiency and accuracy, and overall quality of work. The scope of the role includes continuous training of team members in order to meet company and customer objectives. Will measure quality standards, then address quality issues through quality auditing and reporting on results. The Service Desk Team Lead will interface with relevant groups to develop specifications for content of training courses
Primary Roles & Responsibilities:
· Analyze all quality and development needs for new and existing employees, and effectively document, and communicate all new processes and procedures to team members.
· Present reporting on quality assurance initiatives that are in alignment with company and individual improvement objectives.
· Perform frequent remote and side-by-side Quality Assurance monitors and provide any performance improvement feedback to all team members.
· Assist with/or design refresher and new hire training classes based on interactive training techniques, and assessment tools that enable team members to achieve peak performance and exceed expectations.
· Acts as 2nd level point of contact for technicians, subcontractors, customers from initial request through completion of work. Escalates issues to Service Desk Supervisor if unable to resolve them.
· Provides backup to other team members as needed and performs other duties that may be assigned by management.
Knowledge, Skills, Abilities
· Must be detail oriented and have ability to multi-task.
· Strong follow-up skills; ability to marshal resources as needed
· Strategic thinker with strong analytical skills and have proven ability to manage people, processes, and technology.
· Must possess superior written and verbal communication and presentation skills.
· Should have strong knowledge of call center software, technology and key performance indicators.
· Ability to analyze problems, detects root causes, and resolves all quality issues.
· Excellent time management, planning, organization and prioritization skills.
· Empathetic self-motivator with solid interpersonal skills and ability to provide leadership, guidance, coaching and development for all team members.
· Follows instructions or standard procedures
· Examines situation to select best of defined alternatives
· Organizes and analyzes information to evaluate solution from a range of alternatives
· Flexibility in scheduling, ability to cover shifts as needed, overtime upon demand, answer escalation calls as needed
Education / Experience Requirements
· Education Level: Associates Degree or equivalent work experience
· Relevant Work Experience In Field Applying: 3-5 Years
· Experience Specifics (if applicable): experience in customer service, escalation management, end to end ticket processing, and technical support.
· #LI-AG1