CX Team Lead

CX Team Lead

Location: Whiteville, NC

Position Overview:

As the Team Leader, you will be responsible for leading, motivating, and overseeing the day-to-day management of a team of Managed Service Support team members, ensuring that the team provides a first-class (predominantly SLA-driven) service to client users when dealing with and resolving a variety of managed service inquiries.

This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer queries as well as undertake the day-to-day management aspects that the position requires. The ideal candidate will be able to implement effective teamwork by consolidating input from members and will support analysts (technically and operationally) in achieving continuous process improvement by encouraging constructive feedback for procedural, operational, and system development.

Key Responsibilities:

Team Leadership

• Lead, coach, and develop a team of Managed Service Support analysts.
• Monitor and distribute daily workloads evenly across the team.
• Create and manage team schedules to ensure adequate support coverage.
• Conduct regular 1:1 meetings to support employee development and performance.
• Motivate team members to deliver a high level of customer service and technical support.

Service Delivery & Client Support

• Ensure all managed services are delivered on time and in accordance with client SLAs and expectations.
• Act as an escalation point for complex support issues.
• Communicate effectively with clients through both verbal and written channels.
• Participate in service delivery reviews and client meetings to ensure support strategies align with client needs.

Training & Development

• Provide training and mentoring to ensure team members are proficient in their roles.
• Support analysts in improving technical and operational performance.
• Encourage team feedback to improve procedures, workflows, and system processes.

Operations & Performance Management

• Monitor attendance, performance metrics, and operational KPIs.
• Track service performance against SLAs and KPIs and report results to Provalus leadership and client stakeholders.
• Identify opportunities to improve process efficiency and service delivery.

Collaboration & Continuous Improvement

• Collaborate with internal Provalus teams and client stakeholders to maintain smooth day-to-day operations.
• Share knowledge and best practices with other team leaders across the organization.
• Drive a culture of accountability, teamwork, and continuous improvement.
  

Qualifications:

• Experience leading or mentoring a technical support or service desk team.
• Strong customer service and communication skills.
• Experience working in SLA-driven support environments.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and escalation management skills.

Applications will be accepted through April 3rd