VE-Interim Escalated Team Lead- Tech (Internal)

Blueprint•Bellevue, WA

4h•Hybrid

About The Position

Blueprint is looking for an Interim Escalated Tech Team Lead to be part of the team. We are looking for a well-organized customer support leadership professional to significantly contribute to overall customer satisfaction by ensuring their team members are successfully coached and developed, so they can effectively respond to customer’s requests, issues, and concerns in a timely and professional manner. The Escalated Tech Team Lead directly impacts the success of the engagement by managing team members to maximize the productivity and quality of service provided to the client and their customers. The Team Lead will be expected to manage and respond to tickets as well as manage a team.

Requirements

2+ years of customer support experience
1+ years of experience in the ESC Tech space (preferred)
Demonstrated leadership with the desire to manage others and maximize the performance of a team
Demonstrates a high level of service-excellence and consistently meets performance expectations
Knowledge of gaming industry trends, major events, and news.
Innovative thinker and excellent written, verbal and listening communication skills
Strong leadership and interpersonal skills with the ability to effectively communicate with different teams, levels of management, key business stakeholders and other functional departments
Strong organizational and time management skills with the ability to prioritize workloads across a team
Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance
Ability to effectively lead by example, coach and mentor a team of diverse employees
Effective decision making and problem-solving skills
Strong customer service skills and attention to detail
Ability to work as part of a team and independently.
Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy. Specific work shifts may be subject to change based on business needs. Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.
Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
Ability to sit at a workstation for extended periods, engaging with content on a monitor.
Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.
Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
Openness to receiving constructive feedback and maintaining courtesy in interactions.
Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Nice To Haves

1+ years of experience in the ESC Tech space (preferred)

Responsibilities

Assume role of Escalated Tech Team Lead for approximately 3–4-month period.
Manages the day-to-day operations and activities for the assigned team under general direction and guidance of the Operations Lead/Sr Operations Lead. This includes checking in with your team, review of timecards and attendance/schedule adherence, review and process TicketMaster feedback, and log nonproductive time on a daily basis.
Monitors workflow changes and pivots and immediately communicates necessary information to the team.
Monitor and analyze agent performance data and metrics on a daily basis, including thoroughly reviewing dashboards, agent action reports and ticket dives, identify trends and areas for improvement to ensure accurate performance data.
Partner with Operations Lead to discuss concerns and include Sr Operations Lead and HR if further performance management actions or progressive disciplinary steps are necessary.
Provide leadership and direction to agents, assist with setting goals, performance and expectations, and provide guidance, coaching and support.
Proactively identify and resolve problems/issues such as employee concerns, client concerns, etc. and partner with Operations Lead/Sr Operations Lead and/or HR for additional support and to ensure visibility and alignment with next steps and proper documentation.
Support the onboarding of new employees/transferred employees including ownership of their training and ensure support during ramp up period.
Ensure a strong presence for your team, both onsite and remotely by regular and consistent onsite days throughout the week and timely responsiveness in communications via email, Teams, etc. This includes leading daily team huddles (onsite and virtually), and mandatory live (in person or via Teams) one-on-one meetings with agents and job shadow sessions (if necessary).
Document all pertinent notes and coaching actions from the agent one-on-one meetings in the internal tool (PAM) to provide clear communication for the agent while reinforcing accountability and supporting continuous performance improvement.
Write and deliver timely Annual Reviews for agents ensuring that performance has been reviewed fairly and consistently, and feedback is clear and professional.
Complete ticket work on a daily basis (2 hours daily/4 hours for 4x10 TLs) to maintain subject matter expertise in your space.
Actively and consistently support all efforts on engagement initiatives and customer and employee experience. Provide effective leadership and messaging in alignment with leadership around change management and operational areas of focus.
Follow and enforce Blueprint policies, processes, and core values.
Other duties and projects as assigned.