Call Desk Management Position (Team Leader)

Hot Job

Call Center Management Opportunity

 

TechTeam Global, Inc., is a global provider of information technology and business process outsourcing services based in Southfield, MI., administering, I.T. solutions and desk side technical support to corporate 

end-users in a 24x7 help desk/ call center environment.  Desk receives thousands of in bound calls monthly.

 

We are currently seeking a Team Leader to joing our call center management team. The successful candidate will  be responsible for maintaining our employee workforce (involved in the hiring, scorecard, discipline, training, career development). Additionally,manage day- to- day operations to meet/exceed contractual expectations.  Reporting to Project Manager and Service Delivery Director, the status, progress, issues and other relevant items involving project. Successful Team Leader will have prior experience with metrics analysis, process improvements and call center employee management.  Ideal candidate must have prior experience in comparable role with hands-on practical experience  supporting call center/operations center and launches.

 

Hardware/Software Experience Required:

Prior experience with Windows OS, Microsoft Office,  Cisco IPCC, Workforce Management tools

(Blue Pumpkin).

Hardware/Software Experience Desired:

Lotus Notes, Windows NT 4.0

 

Ideal Candidate:

Flexible employee and quality focused person. Experienced in call center activities and operations. Quality driven with good understanding of help desk requirements (Metrics, employee care, customer satisfaction, team building, and process improvements).  Quick learner that is self motivated.  Accepts empowerment. Creative in all areas to inspire improvement. Understands basic financial expectations and processes. Excellent leadership and communication skills, required.  Ideal, candidate should have solid prior management experience and good academic background.

 

This is a regular, full time position with comprehensive medical, and retirement benefits (company matching 401k), additionally, paid holidays, vacation and sick days.

 

Please forward resume and cover letter prior to: August 15, 2006 for consideration to: dthomas2@techteam.com   Please include cover letter with salary history/requirements.

 

No Recruiting Agencies, Please

 

TTG, Inc., is an EEO