Job Description:
Position Summary & Key Areas of Responsibility:
- Leads support teams and ensures teams meets SLA standards.
- Supports Supervisor in all Supervisory duties.
- Works in a high volume serving as the primary interface to internal and external customers and/or their agents.
- Position is dedicated to Call/Incident Management operations and/or request for escalation.
- Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
- Responsible for new agent set-up and training, providing direction and support to the management team.
- Supports Knowledge base creation, documentation, maintenance, and integrity in relevant databases (SNOW, OKM, SharePoint etc).
- Suggest ways and means to motivate / improve assigned team's performance.
- Participate in management, team meetings and activities.
- Participate in special projects to continuously improve processes, tools, systems and organization.
- Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
- Responsible to attend and re-assign all company mandated/recommended training courses.
Basic Qualifications:
- Excellent communications, soft and relationship building skills.
- Leads by example and listening skills.
- Sense for urgency.
- Technical Knowledge.
- Organizational, problem solving and analytical skills.
- Proficient in Excel and PowerPoint.
