• NCSC Team Lead

    Location US-Mechanicsburg, PA (NASCO office) | US-Mechanicsburg, PA (NASCO office)
    # Positions
    1
    Category
    Management - All Openings
    Travel Requirements
    0-20%
  • Overview

    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.

     

     

     

     

    Responsibilities

    Essential Roles and Responsibilities:

     

    • Provide daily operational and personnel leadership for all NASCO Customer Service Center activities.
    • Interface daily and coordinate delivery activities with vendors that provide operational services to NASCO (i.e. IBM, Fiserv etc.).
    • Provides oversight for Help Desk ticket inventory for adherence to SLAs and KPIs and quality targets.
    • Provide informal and formal coaching activities, give performance feedback to Solution Center Analysts and conduct annual performance reviews, and ensure adequate staffing at all times.
    • Participates in the development of support strategies and training programs for the NCSC.
    • Participates in the development and execution of NASCO system enhancement projects as required.
    • Follows established processes and procedures consistently.
    • Participates in the development and implementation of NCSC operational improvements.
    • Additional Roles and Responsibilities:
    • Participate in the Duty Manager on-call pager rotation.
    • Identify and provide cross-training to Level I and II Solution Center Analysts in assigned areas.
    • Create and distribute monthly and ad hoc reports for the NCSC.
    • Verify that morning reports are created and distributed.
    • Perform other duties as assigned by manager

     

    Additional Roles and Responsibilities:

     

    • Participate in the Duty Manager on-call pager rotation.
    • Identify and provide cross-training to Level I and II Solution Center Analysts in assigned areas.
    • Create and distribute monthly and ad hoc reports for the NCSC.
    • Verify that morning reports are created and distributed.
    • Perform other duties as assigned by manager

    Qualifications

    Required Knowledge, Skills, Abilities and Experience:

     

    • Understanding of project management methodologies
    • Knowledge of call center operations
    • Ability to lead a group and coach/mentor individuals
    • Ability to evaluate a situation, develop an approach and act with a sense of urgency
    • Attention to detail
    • Excellent written and verbal communication skills
    • Excellent planning and organizational skills
    • Ability to troubleshoot, follow-through, and resolve problems
    • Ability to assign work tasks and follow up to ensure satisfactory deliver
    • Project management exposure and experience
    • Project delivery within an Information Technology organization

     

    Required Training and Education:

     

    • Bachelor’s degree in Business, Computer Science, Information Science, MIS or related field, OR equivalent experience.
    • Minimum three (3) years’ experience within an Information Technology delivery organization with proven record of implementing systems on time and within budget.
    • Minimum one (1) year of Information Technology operational experience with product support responsibilities.

     

    Desired Training and Education:

     

    • PM Certification
    • Leadership training such as: Facilitating Work Groups and Meetings, Building Relationships to Get Results, Effective Mentoring, Coaching for Performance
    • The Manager as a Project Champion

     

     

     

    NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.

     

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