Team Leader II
Company: Stefanini
Location: Southfield
Posted on: February 23, 2021
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Job Description:
For 30+ years, Stefanini has been helping midsize, large and
global enterprises increase the efficiency of their IT operations
while also helping them leverage information technology to empower
their businesses. Our offers include efficient, cost-reducing and
effective services (IT Infrastructure Outsourcing, End-User
Computing Outsourcing, Application Managed Services, and Mainframe
Modernization). With robust offerings aligned with market trends
such as automation, cloud, Internet of Things (IoT) and user
experience (UX), the company has been recognized with several
awards in the area of innovation. Today, the company has a broad
portfolio of solutions that combine innovative consulting,
marketing, mobility, personalized campaigns and artificial
intelligence services for traditional solutions such as service
desk, field service and outsourcing (BPO). We have over 25,000
employees across 77 offices in 41 countries across the Americas,
Europe, Africa, Australia, and Asia. *Coordinates and supervises
the daily activities of a team of technical Service Desk agents.
*Decisions are guided by policies, procedures and business plan;
receives guidance and oversight from Stefanini Service Delivery
manager. *Developed knowledge and skills through formal training
and considerable work experience. *Manage and maintain all program
level Service Level Agreements *Responsible for day-to-day delivery
of onsite support services and Real Time Adherence *Provide
performance reporting and conduct weekly and monthly status update
meetings related to the program as needed *Responsible for onsite
support hiring, coaching, counseling, feedback, disciplinary
issues, and positive recognition *Ensures each of your Service Desk
agents meet their required goals including schedule adherence,
attendance, policy adherence, conduct, and performance *Writes
employee performance evaluations, delivers merits, and performs
other administrative tasks *Coordinate ongoing training and
identify training requirements for your team *Drives root cause
analysis and opportunities for improvement Investigates and
responds to escalations *Assists with Quality initiatives *Performs
other duties as assigned "If you would like to speak with a
recruiter about this new and exciting opportunity, please call
'*2-3 years Call center operations or service desk experience
Managing Tier 1 technician Service Desk agents. *Intermediate
computer and associated technology skills *Coaching, counseling,
providing feedback, handling disciplinary issues and providing
positive recognition *Ensuring each agent meets their required
goals including intraday schedule adherence, attendance,
established call center metrics, policy/handbook adherence, conduct
and performance *Writing employee performance evaluations,
delivering annual merit reviews, updating employee journals daily
and performing other administrative tasks as assigned *Performing
root cause analysis and identifying opportunities for helpdesk
efficiencies *Working with the Recruiting Department in hiring
qualified candidates *Creating a cohesive team environment through
consistent management *Quality monitoring, workforce management and
working on special projects as needed *Ability to work after-hours
or on-call as needed *Provide exceptional support to all levels of
employees *Excellent interpersonal skills, attention to detail and
organizational skills *The willingness to work in a fast paced
customer centric environment focused on continuous service
improvement - provided by Dice
Keywords: Stefanini, Southfield , Team Leader II, Hospitality & Tourism , Southfield, Michigan
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