Shared Service Desk Team Lead

Description

The Team Lead (TL) role leads the service delivery team to which they are assigned. The role to keep daily service delivery operations running effectively and efficiently under the direction of the shift Operations Manager. The role acts as a client Operational Subject Matter Expert and a “SuperUser” or “Staff Champion” to their team. The Team Lead is responsible for supervising, managing and motivating assigned team members on a daily basis. The Team Lead is the contact point for all team members, assesses performance and sets the “gold standard” example to the team. The role engages the team to achieve delivery related goals and ensure smooth team operations and effective collaboration as necessary. The Team Lead also communicates company goals, training, and ensures policies and processes are followed. The role also provides consultation to management, including hiring and training, and keeps management updated on team performance.

As a representative of the company, the position must act, dress, and put forth a professional appearance. The position must also demonstrate proficiency in the effectuation of service to customers. This role is remote, overtime and weekend hours.

Responsibilities

1. Act as the day to day primary point of contact and “cheerleader” for team members
2. Act as the day to day primary point of contact for client escalation points and (SMEs) subject matter experts
3. Continuously identify service desk educational needs and work with Learning to approve, design, and implement that training while promoting an effort to stage all training possible in a repeatable, consistent and testable manner.
4. Perform necessary training and coaching of team members, including client-specific subjects, remediation, etc. for material not already available in the LMS.
5. Coach team members on and enforce policy, process, application of knowledge, and best practices.
6. Promote coordination and teamwork between agents through exemplary performance.
7. Monitor attendance and adherence with enforcement as necessary
8. Review, verify and approve team member timecards for payroll.  Identify shortcomings in team member time recording or related practices and request additional training from Learning if needed.
9. Review and manage PTO requests and approvals, according to established policy, for team members
10. Perform required audits on team members in a timely manner
11. Consult with HR (Human Resources) on policy infractions and perform necessary disciplinary actions for team members per established processes.
12. Interview candidates and make hiring decisions for your team
13. Coach agents through various Netfor processes on-demand within NEST (Netfor Employee Services Team), SMP (Service Management Portal), and NICE InContact..
14. Listen to team feedback and respond to policy and procedure questions - redirecting to NEST or other established paths as may be necessary.
15. Deliver Agent Score Cards to team members monthly and perform one-on-one reviews no less than once every 3 months - one-third of the team per month.  This may be more frequent for lower-scoring agents.
16. Send scheduling feedback affecting future schedules to Forecasting and Scheduling via NEST in a timely manner
17. Monitor client incident and request resolution and escalation ensuring enough agent capacity is scheduled for SLAs (Service Level Agreements) to be met. 
18. Identify events where customer contact volume varies significantly from forecasted, either higher or lower.  
19. Identify trends in increased contact volume and liaison with client escalation point(s) to establish the need to raise problem record
20. Identify trends in reduced contact volume and liaison with the operations manager to establish the need to assign VTO (Voluntary Time Off) to one or more team members.
21. Ensure load-based work is completed as scheduled.  Assign load-based work as required on an intraday basis.
22. Act as liaison between team members and Operations Managers, when necessary, and raise issues to the appropriate roles as necessary
23. Send and reply to internal emails in a timely manner
24. Assist with resolution and reporting of client and internal IT issues and monitor through to resolution when escalated.
25. Deliver requested reports as required 
26. Assist with identifying and delivering client knowledge content to Knowledge Management or Training as needed
27. Assist with new staff onboarding, including leading training and curating LMS training appropriate for the team. 
28. Provide feedback and input from clients and customers to other areas of management in an effort to improve product development and delivery.
29. Ensuring client satisfaction by providing exceptional customer service. 
30. Submit requests based on observation and intra-hour/day performance for additional resource capacity through NEST or as otherwise instructed
31. Responding to and monitoring the status of IT outages according to the procedure documented in the Run Book
32. Assist with Client Portal configuration and user management requests

Requirements and Qualifications

• Minimum 1 years of service as an agent
• Demonstrable knowledge of Netfor company policies and processes
• Cannot be under any Performance Improvement Plans for at least 30 days
• Have good attendance
• High school diploma or equivalent
• Established subject matter expertise on government clients serviced by the team  

Reporting

This role reports to the Shared Service Desk Manager.  Team members report up to this role. 

Utilization

This role will operate within an assigned schedule.

Work Environment

While performing the duties of this job, the employee is regularly required to sit, talk, hear and use hands and arms to reach. The noise level in the work environment is usually low to moderate. 

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Netfor, Inc. participates in E-Verify.

Netfor, Inc. will not sponsor applicants for work visas.