Team Lead - IT

we at Coforge have an urgent requirement for team lead to handle a team of Service desk agents, this is an onsite role in Charleston, WV.

The Team Lead position is responsible for supporting, coaching, developing and supervising a group of employees in the Service Center/Operations Center of Excellence. The ideal candidate will demonstrate leadership through the application of fair and consistent policies and will use a variety of coaching styles and techniques. This position may have between 8 – 15 direct reports. The Team Lead will be responsible for effectively producing reports for a variety of purposes. A successful candidate will possess flexibility to adapt to change while bringing forward positive suggestions for improvements.

MINIMUM REQUIREMENTS

§ Team Lead or Supervisory/Management experience.

§ Ability to understand user needs and articulate a solution.

§ Excellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail with customers and peers in varying roles

§ Superior skills in the following areas: Interpersonal - Analytical - Problem Solving.

§ Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, hardware (peripherals) and web-based software with high level troubleshooting skills gained through experience and/or training.

§ Ability to multi-task.

§ Minimum of Associate’s degree or completion of Technical Program or equivalent experience. Bachelor’s Degree preferred.

§ Travel may be required.

PREFERENCES

§ Customer Service experience in a high volume, Technical Support Center.

§ 2 years of Call Center experience or equivalent required.

§ A Certification preferred, but not required – other certifications a plus.

§ Exceptional understanding of Technical Support Center or Help Desk environment including operations, processes, etc.

ESSENTIAL FUNCTIONS

§ First line of management for team members.

§ Consistently identify, monitor and resolve performance/behavior/attendance issues using prescribed performance management techniques.

§ Effectively interact with team members of potential diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members.

§ Coach team members on their performance on a regular basis and write and deliver bi-annual performance review.

§ Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.

§ Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Learning and Quality Management, and Workforce Management ) while taking an end-to-end ownership of employee issues.

§ Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

§ Meet or exceed all deadlines for scorecard reporting.

§ Handle calls in peak situations.

§ Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

§ Analyze trends and assist in creating action plans that determine a solution.

§ Support and assist other Team Leaders as necessary.

§ Demonstrate the Coforge culture through both behavior and attitude.

§ Effectively use business standard oral and written communication skills on a daily basis.

§ Demonstrate flexibility by working varying shifts and responding to unanticipated events.

§ Maintain professional phone skills while applying knowledge to day-to-day experiences.

§ Participate in candidate interview and selection process.

§ Effectively interact with clients of diverse backgrounds and temperaments and varying levels of leadership, while demonstrating a genuine interest in and maintaining open lines of communication.

§ Performs other duties as needed.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Supervising: 1 year (Required)
• Team lead: 1 year (Required)
• IT support: 1 year (Required)

Ability to Commute:

• Charleston, WV 25311 (Required)

Work Location: In person

Salary : $18 - $21