This position will require the person to be onsite at our Mechanisburg, PA location.
Under minimal direction, the Customer Service Team Leader provides leadership for the daily operational activities in a Customer Service environment. Responsibilities include day-to-day oversight of call center operations, call ticket inventory management and production support activities. Individual will analyze, update, recommend, and implement improved processes and procedures for the department, and ensure all analysts are following the standards consistently. Team Leader will provide formal and informal coaching to Solution Center Analysts in regard to ticket inventory and management, quality, customer service, system analysis techniques, change management, and root cause analysis. Team Leader will work with product teams and other departments to review and accept product turnover prior to applications and/or products moving into production. Team Leader will act as an escalation point for Solution Center Analysts with respect to customer service issues and drive issues to closure ensuring customer satisfaction goals are reached and/or exceeded. Team Leader will acts as a project lead for special projects and provide backup support for the Director of Operations as required. Individual will communicate regularly with the Director of Operations regarding status of calls, problem resolutions, and system outage events.
Essential Roles and Responsibilities:
Additional Roles and Responsibilities:
Required Knowledge, Skills, Abilities and Experience:
Required Training and Education:
Desired Training and Education:
NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.