Team Lead - Technical Support (New Braunfels TX - Onsite)
About The Position
The Team Leader drives team performance so teammates consistently meet metrics and goals. The role involves coaching, motivating, and engaging teammates, supporting their productivity, and serving as a liaison between teammates and other departments. The Team Leader manages day-to-day team planning, operations, and problem-solving to meet service-level standards and sales targets, while developing agents to deliver a consistently strong customer experience. The position leads a team of 17 and is responsible for people and operational management, including staff development, performance appraisals, schedule adherence, call monitoring, coaching, training, and resolution of customer and teammate issues. The Team Leader communicates management information to the team and team feedback to management, compiles performance and customer-feedback reports, and recommends product and process improvements. The role also contributes to front-line hiring and selection and handles HR-related matters affecting team members.
Requirements
- Versatility and ability to manage multiple projects.
- 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.
- Confidence, good oratory skills, and assertiveness.
- Highly conscientious and diligent.
- Ability to clearly articulate thoughts.
- Integrity and trustworthiness.
Responsibilities
- Manage the day-to-day planning, operation, and problem-solving of a team of agents to meet service-level components, standards, and sales targets.
- Develop the team to deliver a consistently superior customer experience through knowledgeable, customer-focused agents.
- Act as a communication conduit between front-line employees and management.
- Deliver team sales, service-level, quality, and productivity targets and indicators.
- Manage people-related and HR issues, including staff development.
- Manage floor operations and schedule adherence.
- Take ownership of problems and resolve them.
- Monitor calls and provide coaching and feedback to ensure delivery of the defined customer experience.
- Train and develop staff, motivate and lead a team of 17, and develop future leaders.
- Recommend product and process development based on customer feedback and its analysis.
- Conduct team performance appraisals.
- Contribute to the initial hiring and selection of front-line employees.
- Compile reports on team performance and customer feedback.
- Disseminate information between management and the team.
- Work closely with team members to solve customer problems and address agents' problems and weaknesses.
- Offer management solutions and suggestions for process and product improvement.
- Make decisions relating to revenue generation and customer satisfaction as they affect call handling and call-center processes.
- Exercise supervisory authority to reverse charges.
- Make decisions about team members' training requirements and adjust targets to suit business needs.
- Handle HR-related matters affecting team members, including appraisals, confirmations, promotions, and terminations.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with company match
- Paid time off, including vacation, sick leave, and holidays
- Competitive industry salary
- Professional growth and internal mobility opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
