Technical Service Team Leader
Technical Service Team Leader
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Job Description
The Technical Service Team Lead will be responsible for directing assigning and follow through of key activities to support Technical Service Representatives (TSRs). Key responsibilities include the resolution of escalated customer concerns follow up of resources and root cause analysis to assist in TSR performance and development. Provide supervisor assistance in the areas of team attendance queue management and assisting in the development of new team members.
This position will serve our Water Heating Division located in Phoenix AZ.
Responsibilities
- Supervise activities of assigned technical service team members.
- Ensure proper assignment of work queues and assist supervisor in daily management of OnQ performance break & lunch scheduling and schedule adherence.
- Review respond and follow through on customer escalations.
- Apply root cause analysis of escalations to determine process and/or team development opportunities.
- Works with Supervisors to provide training and guidance to team members as necessary to ensure correct call quality and process protocols are being applied.
- Works with Supervisors to support reporting and evaluation of team performance metrics.
- Serve as a mentor and coach to assigned team members.
- Has general ability to facilitate team activities in the absence of the Supervisor.
- Works with training team in developing OJT training modules and assessments to aid in team members performance.
- Periodically participate in review of team members and recommend for approval performance/merit and/or promotional increases.
- Must demonstrate a high level of employee confidentiality.
- Must attend work regularly
Qualifications
- Postsecondary degree or equivalent job experience in contact center operations providing customers with technical support.
- 3 years experience in level II or III technical support role demonstrating exceptional customer experience performance.
- Must have a proven track record of customer escalation management and resolution.
- Experience in presenting information to small groups.
- Demonstrated ability to work well with others in a team environment.
- History of regular and consistent attendance at work
- Ability to solve practical problems and deal with a variety of variables in situations with limited standardization.
- Strong interpersonal and coordination skills
- Strong organizational and time management skills to manage multiple assignments at one time
- No Overtime Work Restrictions
Preferred Qualifications
- 13 years of supervisory experience in a technical role
- 13 years of experience in training role.
- Technical knowledge in the area of water heating
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Employment Type
Full-Time
