Manpower Group Tier I Team Lead in Reno, Nevada

This position coaches and leads the Triage agents to ensure customer satisfaction. The Team Lead is responsible for balancing the agent's workload and results of each agent. It is expected that these individuals have a technical background, but they are not expected to be working individual cases. It is expected that the Team Lead will coach and guide the Triage Agents to ensure they are meeting their individual goals and Team objectives. They also deal with customer escalations and Agents requesting an escalation. This is not a disciplinary position but works closely with the Support Manager to communicate any disciplinary action that may be necessary.

Responsibilities:

  • Work with the QA group to review cases and ensure that the initial response to the customer was properly written

  • Work with the QA group to review the closed cases and verify that the proper closing summary was completed and sent to the customer

  • Work with the QA group to listen to recorded calls on each agent and ensure that they are politely interacting with the customer, gathering the appropriate information and moving the case toward resolution or escalation

  • Monitor Cases using the Remedy tool to ensure SLA objective are being meet

  • Monitor call queues using ACD tools and deploy agents to meet the call center objectives

  • Monitor the Ignite queues and deploy agents to meet the call center objectives

  • Approving project time for Triage agents as required

  • Distribute cases to those who can deal with them rapidly and appropriately

  • Review the metric reports each day and post on the board

  • Mentor, train and provide daily feedback to the agents

  • Track attendance and vacation / sick time

  • Work with their manager on attendance issues, repeat performance issues and scheduling issues

  • Change the work schedule as needed based on workload and call volumes

  • Bring all disciplinary concerns to the Support Manager immediately

  • Identify training gaps and implement immediate actions as needed

  • Team Meetings

  • Take escalated calls when requested by agents

  • Responsible to take inbound calls when needed

Requirements:

  • A customer driven mindset with a strong focus on detail

  • A strong and proven desire to learn and work in fast pace agile environment

  • Must have a background in managing technical groups and/or leadership experience

  • Will need to rapidly pick up the essentials of the job and identify each agent's capabilities

  • Strong focus on process improvement and development

Mitel is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.