Team Lead

Overview

Job Title: Help Desk Team Lead

Salary: $20-$27 per hour

Employee Type: Full-Time Hourly Non-Exempt

About Cayuse Commercial Services, LLC:

In addition to talent and resources, contracting with Cayuse provides a relationship that values inclusion and racial equity. A minority business that is 100% Native American owned, we engage in purposeful partnerships with impactful missions.

• Our Brand reflects the amazing people who bring the solutions to life.

• Our Mission is to grow the company, grow the people.

• Our Ultimate Vision is to advance our heritage through innovation.

Cayuse operates in 18 countries with four offices. Our headquarters are located on the CTUIR reservation in Pendleton, Oregon. It is here that we house our 40,000 square foot facility and Network Security Operations Center. We have additional satellite offices in Honolulu, Hawaii, and Rosslyn, Virginia.

Primary Focus

The Team Lead is responsible for leading the daily operations of the Help Desk/Service Desk project for Cayuse. Includes responsibility for meeting customer service and other project-specific service levels and goals. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Job Responsibilities

• Handles escalations from client customers and management.

• Monitors Quality Assurance: reviews data and uses it to educate, coach, meet and improve on expected quality goals.

• Monitors, generates, and delivers performance analysis for the project.

• Assists in ensuring that workload standards are being met according to the expectations and guidelines established for the project staff.

• Facilitates and ensures staff have the technical and customer service training necessary for successful execution of their duties to meet project standards.

• Responsible for interaction with client and contractor contacts to resolve issues.

• Oversees the tools used by project and agents; includes implementation and process documentation.

• Has oversight of Call Queue, Email/Inbox, and Chat monitoring and performance.

• Creates and communicates staff work schedules and associated duties: time and attendance compliance, monitoring and submitting Cayuse and project time sheets, shift coverage and changes.

• Supervises the Agents/Senior Agents working in front-end operations and assists, and coaches Leads in driving agent compliance on processes and procedures.

• Works collaboratively to ensure Project guidelines are understood, communicated, and monitored for compliance by agents, leads and other employees associated with the Project.

• Coordinates client triage and escalations.

• Collaborates with the Knowledge Management/Training Lead, QA Lead, and Reporting Lead on customer service improvement, metrics, call/chat/ticket handling processes, and improvement.

• Responsible for the agents and senior agents that are handling customer contacts.

• Leverages Performance Analysis and integrates into Senior Agents coaching and development and staff compliance.

• Gathers data, writes, and delivers performance evaluation for assigned employees in accordance with Cayuse and Project guidelines.

• Proactive approach to work; must be reliable and flexible.

• Assists senior leadership with continuous improvement through ongoing collection of data and information regarding customer requirements.

• Ability to troubleshoot, analyze, and resolve project issues using available tools and resources.

• Other duties as assigned.

Qualifications

Minimum Job Skills and Qualifications

Minimum Qualifications:

• High school diploma or GED required.

• 1-3 years of supervisor experience, preferred.

• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Understanding of all tools used to run the Project successfully: technical, service and reporting.

• Understanding of project reporting and metrics

• Ability to multitask and demonstrate time management skills.

• Ability to change system settings via control panels or system preferences.

• Sufficient skills to allow understanding of all Training materials, in both written and oral formats.

• Ability to coach, train, develop, monitor, and perform all other aspects of supervision.

• Professional oral, written and presentation communication skills.

• Analytical and self-directed; ability to work independently and as part of a team.

• Ability to convey ideas and concepts effectively to others.

• Positive attitude: tolerance to deal effectively with difficult and stressful situations.

• Exhibits leadership qualities and leads by example.

• Strong customer focus

• Proficient with Microsoft Office Suite or related software.

Reports to: Delivery Manager

Working Conditions

• Professional remote office environment.

• Must be physically and mentally able to perform duties extended periods of time.

• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.

• Must be able to establish a productive and professional workspace.

• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.

• May be asked to travel for business or professional development purposes.

• May be asked to work hours outside of normal business hours.

Other Duties:Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement:Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

Pay Range

USD $20. 00 - USD $27. 00 /Hr.

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