As the Team Lead, you will be responsible for managing
and guiding a team of service desk analysts who provide support for our
client’s comprehensive preparers and professional market tax software. Your
role will involve ensuring high-quality service delivery, fostering a
collaborative team environment, and driving continuous improvement.
Key Responsibilities:
? Lead, mentor, and develop a team of 20 service desk analysts
? Oversee daily operations of the contact center by maintaining
schedules, adherence and ensuring time submissions is timely and
accurate
? Monitor team performance and implement strategies to improve
service quality and productivity
? Engage in professional oral and written communication with client’s
operations and support teams to support effective workforce
management
? Analyze performance metrics and generate business review reports in
Excel and PowerPoint to track progress and identify areas for
improvement on a weekly, monthly and quarterly basis
? Foster a positive and inclusive team culture that encourages growth
and development
Qualifications:
? Bachelor's degree in a related field or equivalent experience
? Proven experience in a leadership role within a contact center or
service desk environment
? Excellent communication, interpersonal, and problem-solving skills
? Ability to manage and motivate a team in a fast-paced environment
? Proficiency in using support and ticketing systems
? Strong analytical skills and attention to detail