What are the responsibilities and job description for the Technical Support Team Lead position at Panasonic North America?
Overview
Our Team Lead provides oversight and support for the Clearview technical helpdesk team. The primary responsibilities of this role is to ensure team KPI’s are met along with workforce management. The person will be responsible for the team meeting both it’s team and individual goals and objectives.
Responsibilities
Essential Job Functions :
Review performance dashboards daily, always have a pulse on where the team is at on our KPI’s at all times
Monitor live queues throughout the day and direct team members where they need to be and what they need to be working on to meet KPI’s
Create intra month recovery plans if KPI’s fall below goal
Review intraday workload arrival patters to identify optimal scheduling of resources
Take phone calls as needed to ensure telephony KPI’s are met
Assist with report creation and development
Escalate up any issues as needed
Document processes and store them in shared locations
Understanding of incoming workflow via multiple channels and devise game plans daily to shift resources accordingly to meet objectives.
Assist with 90 day and annual reviews
Other duties as assigned
Job Requirements :
Previous call center experience preferred
Fundamental understanding of electronics required
Ability to read and understand technical documents and manuals
Must have excellent leadership skills
Ability to motivate and devise effective techniques to improve team performance
Ability to tutor and mentor team members
Ability to perform multiple tasks simultaneously
Ability to work in a diverse, team-based environment
Abilitytoworkindependentlywithlimitedguidance
Abilitytoperformcomfortablyinafast-paced,deadline-orientedworkenvironment
Abilitytofollowestablishedpracticesandproceduresinanalyzingsituationsordatafromwhichanswers can be readily obtained
Excellentoralandwrittenskills;abilitytorespondpositivelytocustomeremotions,stress andnegative circumstances; ability to overcome objections using skillful persuasion
IntermediateskillswithMicrosoftOfficeSuiteincludingExcelandPowerPoint
The hourly range of $22.00-25.00hr is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location.
Panasonic Connect North America is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.
Salary Range
21.00-25.00 REQ-150016
Salary : $22 - $25
