Helpdesk Team Lead

Position Purpose:

The Support Center Team Lead manages a team to ensure that all technical-related issues are dealt with promptly and effectively.

Essential Functions and Responsibilities:

1. Lead a team of CSC analysts by monitoring phone calls and reviewing service tickets for accuracy and consistent quality
2. Ensure that proper call handling and department processes are being followed
3. Discuss daily/weekly/monthly/annual reports to management concerning call metrics, quality adherence, and other statistics as required with the Manager. Use reports and knowledge to proactively improve service and support by providing recommendations and improvements to management and staff
4. Work with Manager to ensure proper staffing is scheduled during foreseeable issues such as staff transition/separation, infrastructure maintenance or client/vendor system changes
5. Assist as backup support for SCAs, if needed
6. When instructed participate in meetings with managers and IT directors

Requirements

Minimum Job Requirements (Education, Experience, Skills):

1. 3-5 years of experience in a call center, help desk, or technical support position

2. Technical certification (A+, Net+, et cetera) is preferred, but not required

3. Previous experience with metrics and statistics reporting

4. Ability to communicate and work effectively in a team environment with excellent verbal and written communication skills

5. Strong organizational skills and the ability to prioritize effectively

6. Exceptional interpersonal skills (negotiation, team-building, positive thinking, can-do attitude)

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Paid Time Off
Paid Time Off
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus