Main Responsibilities and Required Skills for Support Team Lead
A Support Team Lead is a person who manages and leads a team of customer support representatives. They set goals and targets for the team, monitor team performance, and ensure that the team is providing excellent customer service and addressing customer issues in a timely and efficient manner. In this blog post we describe the primary responsibilities and the most in-demand hard and soft skills for Support Team Leads.
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Main Responsibilities of Support Team Lead
The following list describes the typical responsibilities of a Support Team Lead:
Achieve
Achieve ambitious service levels.
Adhere to
Adhere to the requirements of the HIPAA Privacy Policies and Procedures.
Administer
Administer booking requests for group training initiatives.
Administer periodic evaluations for new staff members.
Analyze
Analyze and report on team results.
Answer
Answer user's phone calls, emails and tickets.
Apply
Apply a professional, timely, and proactively approach to escalated issues and calls.
Assist
Assist in evaluating the performance of staff by assessing quality and quantity of work.
Assist with all company audit programs including price management and inventory management programs.
Assist with daily project scheduling and consultant resourcing.
Assist with identifying staff training needs and delivering training.
Attend
Attend meetings as and when required.
Carry out
Carry out technical tasks to support configuration and the dev team.
Check
Check daily reports regularly to spot and address any anomalies.
Collaborate with
Collaborate with Shelter Supervisor regarding operational and staffing concerns.
Collaborate with the Marketing team to support lead generation activities.
Communicate
Communicate employee warnings and disciplinary actions to Human Resources.
Communicate objectives and relevant information clearly to Team Members.
Communicate the progress and resolution to our customer.
Communicate with customers regarding reported problems, when necessary.
Complete
Complete scouting reports and weekly rounding on staff.
Conduct
Conduct Incident quality audits and Call Monitoring activities through monitoring tool.
Conduct product demos to entire staff.
Conduct regular coaching sessions on both performance and development.
Conduct team meetings in Customer Support Team Manager's absence.
Conduct unit environmental rounds.
Conduct weekly one-on-one coaching sessions with assigned employees.
Continue to
Continue to build out our user versus client support proposition.
Coordinate
Coordinate and assign core hour and on-call support shift schedule.
Coordinate Customer Support Team.
Coordinate in-house and external training sessions, including booking venues and catering.
Coordinate workshops for the whole of the support team.
Create
Create and foster an engaging and supportive culture for the CSRs and the rest of the organization.
Create CRM and tool views for better visibility and reporting.
Define
Define and develops clear expectations to achieve the highest standards of retail execution.
Develop
Develop and leverage strategies to ensure high performance and delivery from team.
Develop SCCM application packaging.
Document
Document runbooks / playbooks.
Document technical procedures, develop and review content for knowledge base.
Document, verify and make appropriate corrections to the incident record and customer profile.
Engage with
Engage with customers to recommend products and services based on their financial needs.
Engage with our users to ensure a seamless user experience.
Engage with stakeholders across operations identifying areas of support.
Enhance
Enhance and optimize current support processes and procedures.
Ensure
Ensure an effective and efficient response to customer questions, requests, and / or concerns.
Ensure appropriate cover for the Support team by managing the Support Calendar effectively.
Ensure compliance with relevant regulatory rules and standards.
Ensure employee related paperwork is sent to HR for filing in a timely manner.
Ensure internal and / or external project-related knowledge bases are maintained.
Ensure provision of a warm, safe, clean space for respite for up to 40 adults.
Ensure responsiveness to issues 24x7 working both with internal and 3rd party resources.
Ensure self-service, customer-facing content is accessible, accurate, and effective.
Ensure service levels are maintained on a daily basis.
Ensure that all emergency systems are fully operational and respond to any emergencies.
Ensure that Patient Health Information (PHI) is protected and secured at all times.
Ensure the follow through of the Support Staff's responsibilities.
Ensure thorough documentation of problem description and all subsequent activity.
Ensure timely and accurate handling of incident and request tickets within prescribed SLAs.
Escalate
Escalate both internally and externally when required in accordance with defined Escalation Paths.
Escalate issues and notify other departments as necessary.
Evaluate
Evaluate alternative design approaches to meet business and user requirements.
Execute
Execute all related policies, practices and direction from the Operations Manager.
Facilitate
Facilitate team and critical incident debriefs.
Find
Find solutions to client requests when possible.
Follow
Follow all mandatory training courses according to provided timelines.
Follow solutions outlined in the knowledge database.
Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
Foster
Foster a strong collaborative environment where all processes and procedures are followed.
Handle
Handle agent and system escalations, customer queries and regulatory body complaints.
Handle client escalations, as needed.
Handle escalated calls, complaints, questions and queries or overflow as necessary.
Help
Help identify areas where training material may need to be reviewed and create training materials.
Help the staff the Department with "service” oriented associates.
Identify
Identify and track trends.
Identify solutions to the customer's query and direct them to the correct team member / department.
Initiate
Initiate further escalation to Customer Support Team Manager / Head of Success where necessary.
Insure
Insure a pleasant and productive shopping experience for all customers.
Introduce
Introduce new technology ideas and workarounds to the support team.
Keep
Keep accurate records of all developmental and performance management processes for all team members.
Lead
Lead and provide guidance, direction, and effective solutions to clients and employees.
Lead, mentor & develop the Customer support team.
Lead to manage our evening shift in the Customer Support team.
Maintain
Maintain a high level of personal Customer Service.
Maintain a safe working environment at all times.
Maintain consistent communication and team motivation during within a fast paced environment.
Maintain database workflows and processes.
Maintain positive staff relations through Evidence Based Leadership and Just Culture.
Maintain strict confidentiality.
Maintain Symantec endpoint encryption management server installation.
Maintain team member experience, knowledge and competence through a range of methods.
Maintain Team Member safety and security standards.
Make
Make the associates and customers central to how success is measured.
Manage
Manage and approve vacation requests.
Manage and Support Field Support Queue.
Manage a team of Service Desk Analysts.
Manage a team that consists of remote CSRs.
Manage a team to attain business objectives and established KRs.
Manage changes effectively, including process changes, team changes, and more.
Manage communications around new orders from sales team to project leads.
Manage customer support personnel.
Manage daily logistics for the team, including scheduling.
Manage data related to customer support and analyze processes to enhance the customer experience.
Manage escalations with diplomacy to ensure the customer is satisfied.
Manage, lead, and motivate teams.
Manage SLA's and ensure responses to support questions are resolved quickly and effectively.
Manage staffing to meet the cyclic demands of your team's assigned queues.
Manage Staff work schedules.
Manage the schedule for CSRs and Client Success Specialists.
Mitigate
Mitigate peaks of activity across Operations through effective resource planning.
Monitor
Monitor and act upon intraday shift performance based on dashboards and information reporting.
Monitor Operational Key Performance Indicators (KPI's).
Monitor phone and ticket queue (s) and track inbound calls, case, and chat requests.
Monitor, process, and complete transactions and appropriate documentation per customers request.
Monitor FMLA / STD / LOA for team members.
Monitor the expiration of staff licenses & certifications.
Monitor trends with attendance and addresses any dependability issues with team members.
Monitor team compliance to improve quality standards on an ongoing basis.
Own
Own initiatives around departmental improvements (training sessions and process changes).
Own the training, process planning, and implementation of strategy and tools.
Participate
Participate in all staff training.
Participate in interviewing and makes recommendations for selection.
Participate in objective setting, performance management, reward and recognition programs.
Participate in team meetings and activities.
Perform
Perform quality assurance on phone, email and ticket interactions on a daily basis.
Perform quality assurance on ticket interactions on a daily basis.
Personnel
Personnel Performance Monitoring and Evaluation.
Prepare
Prepare to-do / task lists.
Prepare various reports using appropriate tools to control processes and compliance.
Prepare weekly work schedules.
Prioritize
Prioritize workloads and conflicting demands as well as schedules to assure coverage.
Provide
Provide advice and support for support personnel as questions arise.
Provide appropriate recognition to staff members.
Provide both positive recognition and warnings appropriately.
Provide crisis intervention as required.
Provide daily positive and constructive performance feedback to team members.
Provide employees with metrics on their performance according to project KPIs or SLAs.
Provide feedback and encouragement to Support Staff.
Provide internal content updates to staff.
Provide leadership and Operations support for Store Management team.
Provide overall leadership to the Store Support team.
Provide performance feedback to staff, including documentation and counseling of performance issues.
Provide person-centered support and care to guests in a flexible way that meets their needs.
Provide reports to the project manager and client.
Provide SAP system ,Interfaces & Support requests Metrics / KPI's.
Provide technical guidance and leadership.
Provide technical support for customers on digital inquiries.
Provide troubleshooting and referral assistance.
Record
Record information into the Incident tracking system.
Resolve
Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
Resolve customer tickets in line with our procedures and internal tools.
Respond to
Respond promptly to customer needs and questions.
Review
Review and Resolve Escalations.
Review incident history to determine recurring faults.
Review team members productivity and performance and provides individual and team coaching.
Set
Set, monitor, and achieve goals through the team.
Set and achieve the highest standards of retail execution.
Supervise
Supervise Ops Support Associates and ensure strict adherence to policies & procedures.
Support
Support Leads to manage Applications Support Teams within our Compliance portfolio.
Take
Take a new perspective using existing solutions.
Take initiative to assess situations and make appropriate decisions to support staff and guests.
Train
Train, oversee, and mentor employees and volunteers.
Update
Update work orders and provide status information.
Uphold
Uphold studio policies, processes, and security procedures.
Use
Use learning experiences as opportunities to learn for the future.
Use tools to remotely access customer equipment to diagnose and resolve customer problem.
Utilize
Utilize standard Customer Service Center work practices / tools and global processes.
Verify
Verify the quality, accuracy and timeliness of responses and actions taken by Analysts.
Verify resolution of problem with the customer.
Work with
Work across technology teams and stakeholders to promote teamwork and collaboration.
Work closely with client services to establish smooth transition of new order information.
Work collaboratively creating and sharing resources.
Work Environment and Scheduling.
Work with a sense of urgency to continually improve service levels and customer satisfaction.
Work with Credit Policy, Compliance, Legal and Direct Lending.
Work with other team leads and managers to ensure operational consistency.
Work with our Sales and Product Management teams to assist in product qualifications and testing.
Write
Write knowledge articles based on lessons learned in resolving customer issues.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Support Team Lead:
Calculate Figures and Amounts
Commissions
Discounts
Inventory Management Systems
Percentages
Read and Analyze Certain Reports
Data Based Management
PC-Based Word Processing
Spreadsheets
Business Correspondence
Collect Data
Draw Valid Conclusions
Retail Operations
Write Reports
Business Acumen
Customer Support
Technical Engineering
Most In-demand Soft Skills
The following list describes the most required soft skills of a Support Team Lead:
Written and oral communication skills
Interpersonal skills
Problem-solving attitude
Leadership
Analytical ability
Conduct meetings and presentations to groups
Collaborative
Establish and maintain effective working relationships with co-workers, associates and customers
Listening
Define problems
Effectively present information and respond to questions from associates, customers and the general public
Organizational capacity
Adaptable to changes
Attention to detail
Creative
