Team Leader I

Team Leader I
US - MI - Southfield

Job Responsibilities:

  • 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

Skills, Licenses, Knowledge, Education and Training Requirements:

  • High school diploma or equivalent required
  • 0-3 years’ relevant management experience
  • Good interpersonal skills
  • Excellent attention to detail
  • Good organization skills
  • Attendance and schedule adherence are requirements of this position
  • May require call center operations knowledge
  • 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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