Innovatia, Inc. Saint John, NB, Canada
Nov 13, 2018Full time
The Team Lead is responsible for monitoring the performance of team productivity and performance, as well as the mentoring and coaching of their team members. The purpose of this role is to effectively and efficiently manage the day to day operations of a Technical Support team while building relationships to retain and grow employees in order to maintain strong productivity and high quality customer satisfaction. Responsibilities: Interact with client on a regular basis to ensure adequate number of tickets being carried based on volume Run, analyze and create actions from Daily Reports Deal with customer escalations in a timely manner – ensure Technical Support personnel are handling the situation and make any management resources aware of any potential issues Prepare for and attend any regular metric meetings Participate in Formal Management System and continuous improvement Schedule and hold regular one on one meetings with each employee Coach, mentor, and develop staff - ensuring development plans are in place Provide effective performance management by setting quarterly expectations, reviewing progress and hold employees accountable for metrics and results Skills & Attributes: 2-3 years leadership experience Understanding of operations/performance metrics Strong time management skills Communication skills – be able to clearly articulate what needs to be done and how to do it Coaching skills – ability to teach without doing Proactive with a sense of urgency Ability to foster accountability Technical knowledge such as networking and VoIP considered an asset To apply upload your cover letter and resume to www.innovatia.net/careers We thank all candidates for your interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.