NWN · 2 days ago
Team Leader
US-
Full-time
Hybrid
Mid, Senior Level
3+ years expNWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. The Team Leader role is responsible for oversight and management of a team of Customer Success Center Engineers, focusing on performance coaching, quality monitoring, and process improvements.
ConsultingSoftware
Responsibilities
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
Other responsibilities as assigned
Qualification
Required
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
Benefits
Medical, dental, and vision plans
Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
Income protection through disability and life insurance
401(k) with company match
Unlimited PTO
Paid company holidays
Hybrid/remote work
Paid bonding leave for eligible employees
Employee discounts
Access to our Employee Assistance Program (EAP)
Accident, critical illness, long-term care, and hospital indemnity coverages
Legal and identity theft protection
Pet insurance
Supplemental life insurances
Referral bonuses
Charitable donation matching
Allowances for eligible roles
Company
NWN
NWN delivers AI-powered technology solutions for the modern workplace.
1001-5000 employees
H1B Sponsorship
NWN has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
New State Capital Partners
2015-10-19Private Equity
Leadership Team
Jim Sullivan
President & CEO
Noah Asher
Chief Financial Officer
Recent News
2025-04-22
2024-05-31
Company data provided by crunchbase