WK Team Lead (Jasper)
WK Team Lead (Jasper)
Location: Jasper, TX
Position Overview:
As the Team Lead, you will be responsible for managing and guiding a team of service desk analysts who provide support for our clients’ 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 are timely and accurate.
- Monitor team performance and implement strategies to improve service quality and productivity.
- Engage in professional oral and written communication with clients’ 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:
MUST receive approval from your Delivery Leader BEFORE applying
- 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.
Recruiter: Heather Jenkins | heatherjenkins@provalus.com
Applications will be accepted through October 21st
