Reporting to the Customer Service Group Lead, the Team Lead is responsible for identifying, executing and managing the operational tasks needed to provide client support and meet Customer Service objectives.
Serve as source of knowledge for Product Analysts learning product functionality and/or business and industry concepts.
Enforce Customer Service internal standards.
Actively participate in defining Customer Service Methodology.
Gain insight into incoming work to ensure priorities / assignments are accurately set across all Product Analysts.
Assess strengthens and weaknesses of team members and ensure assignments provide growth opportunities.
Monitor and assess team’s performance against defined KPIs and take corrective action where needed.
Engage with software product management and engineering leads to understand product roadmap and define priorities.
Serve as escalation for both internal and external customers
5 -15 years in services and/or customer service type roles with experience leading teams
Proven ability to embrace and leverage new technology
Basic understanding of database systems, data models, data migrations, and experience using PLSQL
Experience with testing software, documenting, and triaging issues
Experience with system configuration
Understanding of software development
Strong people and relationship building skills
In-depth product knowledge
Good understanding of multiple industry segments
Demonstrated ability to successfully mentor others
For more information on this job: https://rekruiters.com/jobs/ Rekruiters has been named by business journals as one of the best places to work. We offer benefits such as weekly pay, health insurance, 401k and even profit sharing to our consultants. Corporate: https://www.rekruiters.com – Main Site @rekruiters.com – Twitter https://www.facebook.com/rekruiters/ – Facebook _________________________________________________________________
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