Call Center Team Lead e4e, Inc.

Reference ID: POLYTL

Job Summary:
The Technical Support Team Lead is directly responsible for management and development of a team of technical support representatives. This includes creating an environment that stimulates an enthusiastic, motivating, high performance culture focused on continuous improvement. The position entails providing leadership and direction to tech support reps, while utilizing effective, hands-on management techniques to develop strategies that champion organizational growth through increased efficiencies in workflow processes.

Job Profile / Responsibilities:

- Develop agents to achieve client and company goals; recognize, reward and encourage successful performance through ongoing monitoring and hands on coaching; inspire and build team commitment.
- Communicate company strategies, client initiatives, system enhancements, performance and other key information to team.
- Facilitate process improvement; adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles that warrant attention and resolution.
- Monitor progress toward achievement of goals on a regular basis and take corrective action when necessary.
- Work with Operations Manager to identify/implement workflows and process improvements to maximize quality, efficiency and cost effectiveness of team.
- Participate in the execution of day-to-day operations, which includes maintaining compliance with service levels, adherence, handle time, abandon rates and other key performance metrics as well as company policies and administrative actions such as time approval.
- Conduct efficient team meetings on a regular basis.
- Performance management to include daily feedback, monthly report cards and semi-annual performance reviews.


Skills:
Hire to:

- High school diploma or equivalent required
- Ability to pass background and identity verification screen
- 1 year technical support call center experience and knowledge of CRM software required
- SME level knowledge of networking configurations and protocols such as TCP/IP, DNS, traceroute, firewalls, and routing preferred.
- Familiarity with telephony concepts such as ISDN, PRI, analog, VoIP and digital circuits preferred
- Experience in troubleshooting techniques
- Proficient working in a Windows environment with multiple applications and navigation between applications to research information.
- Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
- Ability to type 30 WPM
- Evidence of solid written and verbal communication skills
- Proven problem solving skills
- Evidence of personal responsibility - ability to take ownership of issues, follow through and self-discipline
- Previous coaching, mentoring, training or leadership role


Train to:

- e4e policy and procedure
- Contractual, client related obligations
- Internal systems: client central, solomon, apropos, vantive
- Product knowledge.

Location:	Hunt Valley, MD United States