Team Leader, Operations
hace 1 día
  • TSMs are expected to drive performance, achieve goals set and CVAs
  • Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members
  • Coach team members on their performance (technical and non-technical) as outlined by scorecard on a regular basis (TBD)
  • Conduct technical assessments and case audit reviews to assess engineer proficiency
  • Communicate feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement and ensure engineer policy adherence and performance metrics are achieved
  • Consistently monitor engineers and the team to proactively identify potential problems, technical gaps, and gaps with trouble shooting and problem solving ensuring appropriate parties are engaged through to resolution
  • Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.)
  • Take end-to-end ownership of employee issues that require liaison with others
  • Use and promote Company / project recognition programs and understands the direct correlation between recognition and retention
  • Meet or exceed all deadlines for reporting. Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution
  • Demonstrate teamwork by supporting and assisting others as necessary
  • Demonstrate the Convergys / Juniper culture through both behavior and attitude
  • Effectively use business standard oral and written communication skills on a daily basis
  • Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.
  • Demonstrate flexibility by working varying shifts and responding to unanticipated events
  • Work with Client Services, Training, Quality and other departments in support of ongoing agent / engineer training and certification
  • Assist the Operations Managers, and Client Services in the ongoing development of the entire project by participating in adjunct projects and work assignments
  • Interface with the client at an appropriate level
  • Responsible for day-to-day functional supervision of non-exempt work group, including scheduling, work assignment and attendance monitoring;
  • providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements


  • Previous proven experience as people manager / supervisor
  • Technical expertise, industry standard case and call management, technical proficiency, troubleshooting skills. Have worked as an engineer on a technical team involving both case and call management highly desirable
  • Strong understanding of computing technology and Networking
  • Problem solving skills with linear and logical troubleshooting skills
  • Process knowledge, assessment, design and documentation skills
  • Proven time management and organization skills
  • Excellent customer service and support skills
  • Able to work well under pressure Exhibit professional demeanor
  • Strong written and oral communication skills, including presentation skills
  • Experience with providing and receiving coaching and feedback
  • Advanced English level
  • Able to encourage, motivate and provide recognition

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