Team Lead - Technical Support (New Braunfels TX - Onsite)
About The Position
The Team Lead drives team performance to meet metrics and goals by coaching, motivating, and engaging teammates, and serves as a liaison between the team and other departments. The role manages the day-to-day planning, operations, and problem-solving for a team of agents, ensuring service levels, quality, productivity, and sales targets are achieved. It also develops agents to deliver a consistently strong customer experience and serves as a communication channel between frontline staff and management. The position includes operational and people management responsibilities for a team of 17, including coaching, training, performance appraisals, staff development, and handling HR-related matters. The Team Lead works closely with teammates to resolve customer and agent issues, communicates performance and customer feedback, and recommends process and product improvements. The role makes decisions related to training needs, business targets, revenue generation, customer satisfaction, and call-handling processes, and has supervisory authority to reverse charges.
Requirements
- Strong people-management skills.
- Strong stakeholder-management skills.
- Ability to coach for performance.
- Strong customer-centricity.
- Good written and verbal communication skills.
- Logical thinking.
- Ability to manage conflicts.
- Attention to detail.
- Ability to establish and maintain effective working relationships with a wide variety of individuals.
- Ability to work with a diverse team.
- Continuous-improvement mindset.
- Versatility and ability to manage multiple projects.
- Confidence, good oratory skills, and assertiveness.
- Conscientiousness and diligence.
- Ability to clearly articulate thoughts.
- Integrity and trustworthiness.
Responsibilities
- Manage the day-to-day planning, operation, and problem-solving of a team of agents.
- Ensure the team meets service-level, quality, productivity, and sales targets.
- Coach, motivate, engage, and develop teammates to deliver a consistently strong customer experience.
- Manage team operations, including floor management and schedule adherence.
- Monitor calls and provide coaching and feedback.
- Lead, train, and develop a team of 17, including developing future leaders.
- Handle people-management and HR-related matters, including appraisals, confirmations, promotions, and terminations.
- Conduct team performance appraisals and make decisions about training requirements and target adjustments.
- Work with team members to resolve customer problems and address agents' problems and weaknesses.
- Communicate information between management and the frontline team.
- Compile reports on team performance and customer feedback.
- Recommend product and process improvements based on customer feedback and analysis.
- Contribute to the initial hiring and selection of frontline staff.
- Make decisions related to revenue generation, customer satisfaction, call handling, and call-center processes.
- Exercise supervisory authority to reverse charges.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with company match
- Paid time off, including vacation, sick leave, and holidays
- Competitive industry salary
- Opportunities for internal mobility and professional growth
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
