Sr Team Leader Technical - ESP

TTEC•Dearborn, MI

2d•Onsite

About The Position

The Sr. Team Leader provides the daily leadership and support for the ESP System Liaison Team to meet customer and employee satisfaction while achieving the business goals of the Program and Percepta. The Sr. Team Leader must be a Subject Matter Expert (SME) on all advanced programming logic within ESPS. The Sr. Team leader is fully accountable for the successful launch of the ESP/ESC launch in the USA, Canada, Middle East/Africa (MEA) and all programming E trackers within ESPS.

Requirements

Associates or 2 + years college required or equivalent work experience
Strong understanding of ESP business including; product offerings, program knowledge, ESP system structure/set-up, and financial impact of changes within system.
Document functional & technical product/system requirements.
Knowledge of Product/System development, implementation and testing processes.
Project managing product/system development initiatives.
Supervisory / Leadership experience is required.
System Liaison knowledge and experience is required.
Knowledge of ESPS – maintenance, operation, program logic, and current business.

Nice To Haves

Ability to work well with all levels of the organization.
Logical thinker.
Must be able to interact effectively with all internal departments and Percepta representatives.
Works well independently and in a team environment.
Coaching, mentoring and supervisory skills.
Expert ability to troubleshoot and analyze technical system related programming
Leadership skills
Team building skills
Good judgment in conflict resolution
Ability to create a supportive and conducive adult learning environment
Ability to drive employee satisfaction
Must represent Percepta professionally with all clients and external organizations and contacts
Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace
Strong time management, organization and planning skills.
Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven technical environment.
Strong customer service, interpersonal and relationship-building skills
Ability to analyze agent customer handling and case management results to identify root cause of performance/process issues.
Communicate and articulate in a professional and effective manner both orally and written
Ability to exercise independent judgment and decision making
Self-starter who demonstrates initiative, resourcefulness and ability to work independently and interdependently among a team.

Responsibilities

Analyze and prioritize tasks for employees. Maintain system and employee workloads to ensure program requirements and support is met.
Evaluate and request custom Business Partner report requests.
Serve as ESPS consultant to the ESP client regarding the feasibility of anticipated program launches and system changes.
Manage actions and expectations with ESP vendors to keep integrated ESPS programming logic intact and business relations in good standing.
Provide analysis, development and writing of technical test scenarios and performing Customer Acceptance Testing for developed solutions.
Analyze and scope the areas of analysis, working with project managers, business partners and outside vendors to clarify the level and complexity of the business analysis effort needed for new projects.
Provide system logic training and support to ESP departmental personnel, system owners who interface with the ESP system and vendors/suppliers to the ESP program.
Accountable for the prioritization and successful completion of Etrackers.
Serve as Consultant to the client in the review and planning of unique/unconventional system solutions for improving the ESP business within ESPS.
Define and manage the magnitude of reported system concerns to assess the risk to the business.
Communicate all program changes, enhancements, new version releases, etc. to the appropriate personnel within Ford Motor Company and all related ESP business groups.
Manage personnel issues including maintain discussion logs, coaching / counseling, performance reviews, time sheet approvals, recruitment of new employee's and all other matters as it relates to managing the staff.
Ensure employees have the necessary training and support to perform their job responsibilities.
Adhere to and support all Percepta and Business Partner initiatives and requests.
Promote team work and employee development.
Lead weekly team meetings.
Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
Complete training courses as directed by Operations and/or Training.
Maintain professional working relationships.
Complete additional responsibilities and projects as needed.