Team Leader I (Acosta)
Team Leader I (Acosta)
stefanini north america and apac2-4 Years
- Posted 8 hours ago
- Be among the first 10 applicants
Job Description
Details:
Details:
- Typically manages small or tier I service desk teams
- Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition
- Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance
- Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned
- Performing root cause analysis and identifying opportunities for helpdesk efficiencies
- Working with the Recruiting Department in hiring qualified candidates
- Creating a cohesive team environment through consistent management
- Quality monitoring
- May provide workforce management
- Special project work may be assigned as needed
Details:
- Bachelor's degree or equivalent required
- 2+ years of team lead/supervisory experience in a Service Desk environment
- Must have an experience in coaching, training, mentoring interviewing and hiring
- In-depth understanding of IT or BPO industry dynamics
- Critical thinking and problem solving skills
- Excellent attention to detail and organization skills
- Superior verbal, written, facility and presentation skills
- ITIL Foundations experience a plus (for ITO Service Delivery)
- Shift flexibility and schedule adherence are required for the position.
- Required : Team Lead Apprenticeship Graduate
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