: Team Leader
271 Waverley Oaks Rd.
Waltham, MA 02452


For more than 25 years our clients and partners have trusted us to improve their operational efficiency and productivity, manage their business risk, and provide them with a predictable cost model. Today we deliver exceptional customer experiences for 1,300 of the largest organizations across the USA.

NWN is looking for a Team Leader to join our Customer Success Center in Waltham, MA. This is a full time position with full benefits.

The Team Leader role is responsible for oversight and management of a team of Service Desk Engineers.

Essential, key job responsibilities for this role include, but are not limited to:

  • Monitor calls for quality, provide performance coaching and feedback.
  • Track attendance and performance of team and individuals.
  • Assign work to team members and make them accountable for their work.
  • Provide input into performance management and terminations.
  • Assist in performance ratings of team members at year end.
  • Manage the queue of calls to ensure service levels are maintained.
  • Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement.
  • Resolve participant escalations/issues without further escalation by providing superior customer service.
  • Other: Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings.
  • Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings.
  • Provides creative "out of the box thinking.
  • Provide customer service and satisfaction in the area of desktop.
  • Assist in authoring, maintain, adherence to and improve operating policies, procedures and associated documentation.
  • Contribute to and manage additional special projects assigned by the clients and or management team.
  • Potential 7x24 after hours support & On-call rotation; must have internet access from home.
  • Travel may be required - must have personal transportation.

The following are minimum qualifications and requirements required for this role:

  • 3-5 years of work experience in a Call Center/Service Desk practice.
  • Minimum of 2 years experience managing people in Call Center/ Service Desk practice.
  • Able to present point of view to gain buy in and drive change.
  • Gains insight from big picture to enhance tactical steps.
  • Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.
  • Ability to work independently and manage up
  • Thrives in an environment of multiple shifting priorities.
  • Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically.
  • Strong communication and documentation skills required: this person must be able to incorporate the best ideas from the team, as well as drive acceptance of his/her own architectural and technical concepts.
  • Sought by others as a leader to resolve issues or help problem solve.
  • Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
  • Able to address conflict with others constructively.
  • Effective at building trust in relationships with employees and managers.
  • Manages different audience needs with a customer-focused orientation.
  • Able to work independently and successfully in team environment and interface effectively with senior-level customer representatives.
  • Offers ideas and suggestions to support achievement of goals.
  • Applies concepts of project management & resource allocation.
  • Understands big picture and creates effective solutions through understanding cause and effect.
  • Sees the big picture and begins to advocate for strategic recommendations.
  • Must be capable of forward thinking to plan for future technology needs and foresee trends.
  • Ability and desire to quickly learn new technologies and concepts.