Senior Team Leader

Senior Team Leader
US - MI - Southfield

Job Responsibilities:

  • Typically manages multiple service desks or large complex or global teams

  • Coaching, counseling, providing feedback, handling disciplinary issues andproviding 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 efficiencies

  • Working with the Recruiting Department in hiring qualified candidates

  • Creating a cohesive team environment through consistent management

  • May have financial responsibilities

  • May direct client interaction and act as backup for Client Service Manager

  • May provide workforce management

  • Special project work may be assigned as needed

Skills, Licenses, Knowledge, Education and Training Requirements:

  • High school diploma or equivalent required, Bachelors Degree preferred
  • 5+ years’ relevant management experience
  • Experience with LEAN process improvements
  • Excellent interpersonal skills
  • Excellent attention to detail
  • Excellent organization skills
  • May require relevant industry knowledge
  • Attendance and schedule adherence are requirements of this position
  • LEAN/Six Sigma certification preferred
  • ITIL certification preferred
  • May require additional project-specific training

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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