Customer Support Team Leader

The Team Lead must have a passion for data, efficiency, accuracy, and coaching & developing others. Review team capacity, identify risks and opportunities in daily operations, and work closely with stakeholders to reassess prioritization as needed as per the business goals and implement the initiatives Works with internal/external teams and uses his/her knowledge and expertise to execute business goals Manage a team of 15-20 CS consultants on a day-to-day basis monitoring job or queue adherence, volume, and quality (all operations) Roster management - Develop the work schedule for the week by balancing capacity across various processes Ensure productivity/utilization is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis Responsible for known SLAs and task completion targets (within provided capacity). File and track tickets, following up on blocks to productivity Devices and implements performance improvement plans for consultants. Provides regular coaching and feedback to direct reports with regard to utilization, quality, performance, behavior and career development. Holds team members accountable for performance based on metrics and adherence to rules and guidelines. Implement process improvement projects that impact team level performance. Participates in new workflow roll out projects. Requirements/preferable qualifications: 2 years of experience in a people management role Bachelor degree qualification or equivalent work experience Intermediate or advanced MS Excel skills Strong attention to detail and organizational skills Strong judgment and instincts and able to prioritize in complex, fast-paced environment Strong people management skills and ability to lead by example Ability to adapt to dynamic project requirements High level of energy and proactive nature. A sense of ownership and drive and a willingness to accept the challenge of daily deadlines is essential