Team Lead, Enterprise Service Desk

5 months ago

Winnipeg, Canada WBM TECHNOLOGIES Full time

**Job Definition**:
**Leadership**: As a Team Lead, you will be responsible for building, leading, growing and evolving your team. Your team’s success in delivering a world class customer experience to our service desk clients is the measure of your success. You will be accountable for the scheduling and staffing, service levels and most importantly the customer and team satisfaction.

**Coaching**: Your day-to-day focus will be on coaching your team for success which includes one on one’s weekly, monthly feedback sessions and quarterly performance review sessions. Preparation for these coaching sessions is key and includes quality reviews of call recordings and other work as well as gathering client and team feedback on performance.

**Continuous Improvement & Innovations**: You will work with your team and other stakeholders to identify opportunities to improve efficiency, innovate and automate to take the team’s performance and the end user experience to the next level.

**Collaboration**: You are a member of a group of Team Leads and collaboration with your colleagues to share best practices and support each other in our pursuit of our BHAG to become the #1 Managed Services provider in Western Canada is a very important part of your role.

**Client Outcomes**: You will work with various WBM and client stakeholders to keep up to date on client requirements, needs and changes to ensure you and your team understand and can effectively deliver exceptional customer outcomes. Preparation for, attendance at and follow through on commitments from regular monthly performance meetings with your clients and members of the WBM team will help you ensure alignment of your team with the client’s objectives and needs.

**Objectives**:
The following three objectives are the focus of your role:

- ** Build, Lead and Support a world class team**
- Create a positive, fun and supportive work environment for your team, ensuring they have the tools, training and information they need to deliver fantastic service.
- Ensure each member of your team has clear goals and provide ongoing feedback and effective coaching to ensure they are successful in achieving their goals.
- Continuously review quality of work across the team, including call reviews, to reinforce great work and identify areas for coaching and training.
- Effectively address any performance concerns with members of your team through real time feedback, coaching and clear expectation setting.
- Daily scheduling of the team, ensuring effective planning for coverage.
- Management of administrative duties including attendance, expense, and timesheets as well as onboarding and offboarding requirements.
- Understand and be effective in following WBM’s policies. This includes effectiveness in communicating with your team when they have questions or when policies change.
- Conduct effective weekly one on one sessions with every member of your team with the goal of building and maintaining great relationships and connections with each person.
- Ensure monthly coaching sessions are completed with every member of your team with the goal to ensure achievement of all KPIs, training and skills building to ensure they are successful in delivering world class service.
- Complete quarterly performance reviews with every member of your team to set goals, evaluate performance against those goals and plan and measure career progression including training and skills building.
- Participate in recruiting, interviewing, onboarding and training new team members.
- **
Ensure Delivery of Great Customer Experiences**
- Understand our commitments, including KPIs, service levels and specific client objectives, processes, and procedures.
- Ensure the team can meet those commitments and provide measurement and reporting of performance.
- Develop and maintain great relationships with clients through responsiveness to requests and effectiveness in delivering our commitments.
- Identify opportunities for innovations to improve the customer experience.
- **
Overall Enterprise Service Desk Team Success**
- Share best practices and collaborate across the team to ensure consistency and identification of opportunities to help and support each other across teams.
- Identification of wow factor results and celebration of those success with our team and our clients.
- Contribute to a positive and fun team environment through participation in team meetings and other events to celebrate successes.
- Contribute to the ongoing evolution of the service desk team overall through identifying areas for improvement, efficiencies, and collaboration across the team.
- Support other team leads with staffing and coverage when required.

**Evaluation Criteria**:

- Leading a positive and fun work environment for your team
- Team growth through skills development and promotion
- Team satisfaction and team retention
- Client satisfaction and SLA attainment
- Effectiveness in delivering all assigned objectives
-

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