Team Leader
CurrentMonitor inbound/Outbound call traffic and email to ensure efficient distribution based on staff availability· Works closely with Management to monitor productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals and time off as needed· Develops RTG’s customer relationship’s by acting as a liaison between the customer and the Support Center· Prepare and communicate in daily, weekly, and monthly customer calls reporting Support Center metrics based on our scorecards and reporting· Actively mentor, coach and lead teams to optimal performance through both efficiency and empathy· Leads by example and always motivates diverse teams with self-confidence by exemplifying the company vision, mission, values and culture· Acts as an escalation point for any customer or technical needs from a Support Center Analyst· Drives case closure by making sure Tier 1 & Tier 2 analyst are keeping their individual case count at an optimal level so our customers SLA’s are met. This includes Total Case Management / Start of Day reporting· Participates in mid and year end reviews of Tier 1 and Tier 2 analysts in the Support Center· Resolves more complex issues requiring detailed hardware or application knowledge that is escalated by a Tier 1 or Tier 2 analysts· Is available to take calls when call queue’s back up or as requested by management staff· Collaborates with Tier 3 and POS Specialist team on onboarding and continues team training· Clearly communicate via phone, email, portals and instant messaging with end users and field technicians· Help in developing process and training materials that will help in the success of daily operations· Help maintain a team Average Speed of Answer (ASA) of 1.5 minutes or less on an ongoing monthly basis
