: Team Leader

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.