Technical Shift Lead (920)

ESSENTIAL JOB RESPONSIBILITIES AND DUTIES: Handle and escalate critical customer issues to ensure that they are resolved or escalated appropriately and in a timely manner. Assist Management with training and developing Support Analysts. Work with Support Analysts to find viable solutions to incidents reported by customers. Confirm correct troubleshooting procedures are followed prior to escalation Monitor Support staff during their shift to verify correct policy and procedures are being followed and advise management of any infractions. In the absence of a Supervisor, the Lead will take responsibility for the daily operation of the shift. This may include call flow monitoring, reporting Call Offs according to standard operating procedures. Help ensure staff commitments to deadlines are met. Review Pass-On Log and print SLA reports to determine existing issues and assign tickets to analysts for optimal ticket handling and continual follow-up throughout the shift. Communicate Emergency/High incidents to Managers and/or Tier 2 as necessary. Aids in the monitoring of call queues and work with Supervisor to determine if any necessary adjustments are needed. Update pass-on with any issues that need continued follow-up and / or escalation. Continuous monitoring of the phone Queue Adjust breaks and lunches to meet call spikes. Provide on the spot technical training while Analysts are on a the call Determine if proper and thorough troubleshooting steps have been exhausted prior to escalation Delegate unassigned tickets. Determine issues/complaints that need to be escalated thru management Manage outages Answer calls during peak volumes (after ensuring all Analysts are working issues/handling calls Provide 2 ticket quality monitoring (QM) forms per Analysts per month. Provide 2 call QM?s per Analysts per month Provide ? hour missed SLA interval reporting at the end of each shift Prepare an Individual Action Plan (IAP) packet at the end of each month. Ensure e-mails and faxes are retrieved and returned according to each products SLA?s and that they are logged correctly Update pass-on book with any issues that need continued follow-up and / or escalation Monitor staff adherence to policies and procedures and provide feedback to Supervisor Assist Supervisor in identifying training needs Assist with the training and development of the support Analysts.


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