Technical Support Team Lead

Overview

Our Team Lead provides oversight and support for the Clearview technical helpdesk team. The primary responsibilities of this role is to ensure team KPIs are met along with workforce management. The person will be responsible for the team meeting both its team and individual goals and objectives.

Responsibilities

Essential Job Functions :

• Review performance dashboards daily, always have a pulse on where the team is at on our KPIs at all times.
• Monitor live queues throughout the day and direct team members where they need to be and what they need to be working on to meet KPIs.
• Create intra month recovery plans if KPIs fall below goal.
• Review intraday workload arrival patterns to identify optimal scheduling of resources.
• Take phone calls as needed to ensure telephony KPIs are met.
• Assist with report creation and development.
• Escalate up any issues as needed.
• Document processes and store them in shared locations.
• Understand incoming workflow via multiple channels and devise game plans daily to shift resources accordingly to meet objectives.
• Assist with 90 day and annual reviews.
• Other duties as assigned.

Job Requirements

The hourly range of $22.00-25.00 is just one component of Panasonic's Total Package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location.

Panasonic Connect North America is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.

Salary Range

$21.00-25.00 REQ-150016

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