26 applicants

Company

NTI · 3 days ago

Help Desk Contact Center Team Lead - Remote

Westwood, MA

Full-time

Remote

Entry, Mid, Senior Level

1+ years exp

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Responsibilities

Manage and support FSD Contact Center staff in performing contact center operations.

Oversee onboarding, training, and development of newly hired Help Desk agents

Set the tone for a positive and productive remote work environment by modeling professionalism and collaboration.

Provide guidance, coaching, and support to Help Desk agents to ensure they effectively track and improve productivity and quality.

Ensure resources are effectively managed to meet staffing and service level goals for inbound contacts.

Monitor and analyze data from telephony and ticketing systems to enhance AI self-help tools and improve service delivery.

Conduct regular performance reviews for staff to ensure alignment with organizational and client objectives.

Assist Project Manager in creating and updating required reporting for contract performance.

Work closely with Project Manager to identify and escalate issues requiring executive-level attention.

Facilitate clear communication and alignment across help desk staff.

Ensure staffing compliance with information, security protocols and other mandatory training requirements.

Foster a culture of continuous process and performance improvement, focusing on employee wellness and engagement.

Perform additional responsibilities as assigned to support organizational goals.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center ManagementPerformance ManagementMicrosoft ProductsIncident ManagementIT Industry KnowledgeMentoring Skills

Required

Must pass a Federal Background check.

Proven record of mentoring and leading call center agents in an equitable and inclusionary manner, delivering successful results

Ability to comprehend, educate, and enforce relevant policies/procedures.

Self-directed, highly motivated change agent

Manage priorities in a fast-paced environment

Proficient in Microsoft products

Excellent communication skills

Proven analytical thinker

Excellent technical skills

Must be comfortable working while being on camera.

Ability to meet the home office set-up requirements (details provided upon hiring).

Preferred

IT industry experience and knowledge are considered a plus.

1-3 years of supervisory experience, Technical Help Desk or Contact Center experience a plus

Experience with incident management a plus

Benefits

Very generous employer contribution to your health and dental benefits

Health savings account (HSA) with employer contribution

Flexible spending account (FSA)

403b plan with 5 percent employer contribution of gross salary after one year of employment (no employee contribution required)

100% employer-paid LTD, STD, AD&D, and life insurances

Generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months of June through Labor Day

Tuition reimbursement if you have plans to continue your studies