Job Description

Support Team Lead


Fall RiverMassachusetts

Date Posted:


Employment Type:



Tyler Poisson

Recruiter Email:

Job ID:

JN -082018-12505

Job Description

Prominent client in Southern MA is currently seeking a strong Team Leader to provide direction and coaching to our NOC Support Team. The Team Leader will be tasked with managing day to day schedules, case load, Teams quarterly incentives and overall Case management within our CRM. The Team lead will be charged with regularly reporting on the team’s progress in meetings or through regular email contact or reports. Team lead will need to provide coaching and mentorship to ensure the continued growth and development of support team members. Our NOC Technical Support Teams range between 4 to 8 members (depending on shift).  
1. Responsible for managing day to day activities, scheduling and managing of all case activity for the shift. 2. Work directly with Queue Manager to ensure incoming Support Alerts are being managed and properly addressed. 3. Provide guidance to Technical Support Team Members regarding details, special instructions and customer requirements within Sales Force CRM.  4. Define and clearly state expectations and objectives with the team members. Ensure that all members understand the missions ahead. 5. Cultivate a unique identity for the team; Build a unified department. 6. Evaluate results and provide feedback in a timely fashion. 7. Provide scheduling opportunities for Team members to attend regularly scheduled training sessions. 8. Liaise with Service Delivery Team to help disseminate information regarding delivery infrastructure (FSLs, Sparing, Remote Hands, Backline Vendors, etc.) 9. Feedback issues with CRM platform and Delivery infrastructure through appropriate channels to help drive improved performance in Case Management. 10. Act as first escalation point of contact within Congruity Support infrastructure for technical and delivery related customer concerns.
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