Team Leader

Team Leader
US - NY - New York

Who we are

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.                             

What will you do?

All Stefanini managers are expected to have a complete understanding of and adhere to the Exempt and Non-Exempt Stefanini Global handbooks.

Daily

  • Responsible for coaching and counseling of direct reports
  • Utilize all available tools for:
    • Ensuring contractual deliverables are met
    • Root cause analysis
    • Identifying efficiencies
  • Ensure direct reports complete job tasks and required documentation (Service Desk tickets, status reports, etc.)
  • Ensure all Stefanini employees follow the applicable Stefanini handbook
  • Ensure all employees follow department processes
  • Ensure direct reports adhere to attendance, conduct, and performance guidelines
  • Ensure all work areas are neat and organized
  • Create cohesive team environment through consistent management
  • Queue monitoring / management – ensure workload is balanced
  • Attend all required meetings and conference calls
  • Adhere to Project Quality Process
  • Approve/Decline employee vacation requests within one business day

Daily (continued)

  • Ensure all work is being captured via Service Desk Tickets
  • Update employee journals

Weekly

  • Create and maintain employee schedules
  • Complete and deliver one-on-one with each member of team
  • Hold weekly team meetings with your staff as required
    • Meeting minutes must be posted and available to team within one business day
    • Action items will be recorded and followed up on at the beginning of each staff meeting

Bi-Weekly

  • Verify timesheets have correct billing codes and approved in a timely manner

Monthly

  • Assign a minimum of one training course or project to develop employees’ skills (to be tracked on monthly one on one)
  • Ensure team members resume, skill-set, company asset, and training records are updated on Stefanini intranet
  • Review and update all Knowledge information pertaining to your site
  • Review and update all team contact lists
  • Complete the active list
  • Review and follow all applicable iDoc documents for Deskside and your own department
  • Review and recertify if necessary any employees certifications

Yearly

  • Performance evaluations conducted annually based on parameters set by Stefanini Human Resources
  • Responsible for working with Manager to apply eMerit

As Required

  • Responsible for gathering requirements of work requested outside of our scope of responsibility (Special Projects) and escalating the information to your Manager
  • Responsible for working with Manager and Human Resources on all LOA and tuition reimbursement requests
  • All tasks must be completed within the allocated timeframe without the need for reminders
  • Complete all required Manager Training per the departmental training matrix
  • Responsible for working with Manager and Human Resources for hiring and disciplining direct reports
  • Follow Entry/Exit Procedures when gaining or losing an employee
  • Participate in Stefanini Focus Groups when requested/or available
  • Prior to vacation, update your calendar and voicemail, notify your team, customer, manager, and turn on your “Out of Office Assistant” in Outlook

What do you need to succeed?

  • 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

What you’ll get

  • Work with brilliant minds, often within a global capacity;
  • Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
  • Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual trainings as well.

Why we’re different

  • Brazilian and privately owned company;
  • Agility, flexibility, and innovation are in our DNA;
  • Flat organizational structure which enables faster communication and decision making;
  • Open floor plan environment where collaboration is highly encouraged!

Take a look for yourself

Here's one of our own, talking about the culture, space and growth opportunities:  https://www.youtube.com/watch?v=j8O37KNINdY

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