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Job Information
Job title

Technical Support - Team Leader

Company intConfig
Wage between $0.00 - $0.00 Annually
Location United States, Utah, Orem
Employment type Full Time
Education Associate
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 11/8/2007
Description
Dimension & Scope:

This position is responsible for supporting, coaching, developing and supervising a group of employees in a Service Center/Operations environment.

Principal Duties and Responsibilities:

-Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
-Monitor and take action on TKS, personnel and payroll issues.
-Conduct performance appraisals annually.
-Review Convergys compliance documents as required.
-Responsible for staffing and hiring.
-Maintain current employee records on direct reports.
-Review CMS statistics on a daily basis and provide constructive feedback.
-Provide Subject Matter Expertise.
-Ensure training needs of subordinates are met.
-Modify Operations as needed to meet service level agreements under supervision of Operations Manager.
-Successfully complete all client related training.
-Resolve escalated customer issues.
-Hold team meetings on a regular basis with direct reports.
-Communicate all process and client changes to direct reports within specific timeliness.
-Promote the use of all center communication tools.
-Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.

Education & Professional Certifications:

Associate's degree in related field or advanced vocational training with two to four years related experience; or, High school diploma or equivalent with three or more years of related work experience.

Candidate Profile:

-CCNA certification or equivalent experience preferred
-Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
-Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
-Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
-Ability to coach, develops action plans, which maximize performance and provide effective feedback.
-Proven ability to analyze and improve work processes and policies.
-Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills.
-Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.

Environment, Physical & Other Requirements:

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Experience/Skills
See above

Other desired skills:
Technical Support - Team Leader
This job has expired.