Customer Service Team Lead

 

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In a world of possibilities, pursue one with endless opportunities. Imagine Next!

When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

Parsons is looking for an amazingly talented Customer Service Team Lead to join our Contact Centre located in Markham. You are responsible for the supervision of approximately 26 Service Desk Technicians working remotely throughout North America. Your objective is to work with the CC Manager to assist with the start-up of a new program, where Service Desk Technician provides tier one remote troubleshooting support for endpoint devices (tablets and Peripherals) and related software/hardware used by healthcare recipients. As a TL with Parsons you will be asked to consistently enhance our customer service and to assist our Program delivery partners with ensuring their business objectives are met. You will also be responsible to develop team member effectiveness through leading, coaching, motivation and mentoring.

What You'll Be Doing:

• Lead a customer centric, motivated, and high performing support team.
• Cultivate a strong team culture, focused on customer-centricity and going above and beyond.
• Manage the day-to-day operations of a front-line support team, through providing supervision including scheduling, leading and mentoring, conflict management, coaching, training, knowledge management and quality reviews of caller interactions.
• Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics.
• Conduct quality coaching or other corrective actions within the team and prepare monthly reports and conduct employee feedback sessions.
• The Team Lead is accountable for team metrics on a daily/weekly/monthly basis.
• Provide assistance to front-line support team for any call escalations and during peak periods and outages.
• Provide Real Time monitoring of the queue management system to ensure that adequate staffing is available at all times to meet and exceed on client SLAs for Calls, Web-tickets and Emails.
• Manage the daily survey process and provide feedback to front-line support team.
• Ensure that all new or modified processes and policies are reviewed and implemented by front-line support team.
• Provide front-line support team with weekly, monthly, or monthly personal metrics report/scorecards through one- one meeting.
• Attend client meetings as needed/requested by management

What Required Skills You'll Bring:

• High school diploma (or equivalent) and typically 3+ years of relevant work experience.
• Requires good verbal communication skills, demonstrated keyboard and basic data entry skills, and a thorough knowledge of established procedures and reference documents.
• Back up the Contact Centre Manager if required.
• Attend and monitor the training process for front-line support team.
• Work with Contact Centre Manager to improve the quality of the front-line support team.
• Assist with Phone Calls, Web-tickets and Emails if volume is too high and risk of abandon rate.

Minimum Clearance Required to Start:

Not Applicable/None

This position is part of our Federal Solutions team.

Our Federal Solutions segment delivers resources to our US government customers that ensure the success of missions around the globe. Our diverse, intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of excellence and close-knit teams that take pride in delivering, protecting, and sustaining our nation's most critical assets, from Earth to cyberspace. Throughout the company, our people are anticipating what’s next to deliver the solutions our customers need now.

Salary Range:

$17.74 - $31.06

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as medical, dental, vision, paid time off, Employee Stock Ownership Plan (ESOP), 401(k), life insurance, flexible work schedules, and holidays to fit your busy lifestyle!

The position may require a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief as required by customer requirements and some cases federal, state, provincial or local mandates.

Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace. Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

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