Team Leader Tech Support
Job Summary
The Team Lead is responsible for leading frontline teams to achieve operational targets deliver exceptional customer experiences and foster employee development. This role serves as a critical link between frontline operations and management ensuring alignment with Lenovos customer-first philosophy business objectives quality standards and productivity goals.
The Team Lead provides day-to-day leadership coaching and performance management while supporting operational excellence workforce planning employee engagement and continuous improvement initiatives.
Key Responsibilities
Leadership & Team Management
- Lead motivate and develop frontline employees to achieve operational and customer service objectives.
- Serve as the primary point of contact for employees and provide guidance in the absence of management.
- Foster a positive high-performance culture focused on accountability collaboration and customer satisfaction.
- Drive employee engagement and team-building initiatives.
Coaching & Employee Development
- Conduct regular coaching sessions performance reviews and feedback discussions.
- Create and execute individual development plans to enhance employee capabilities.
- Identify skill gaps and coordinate training cross-training and upskilling opportunities.
- Mentor team members and support their professional growth.
Operational Management
- Manage daily operations to ensure service levels productivity attendance and quality expectations are achieved.
- Monitor workflow and staffing requirements while partnering with Workforce Management and Operations teams.
- Ensure compliance with Lenovo policies processes and operational standards.
- Support recruitment onboarding and training activities for new hires.
Performance Management & Reporting
- Monitor and analyze key performance indicators (KPIs) productivity quality and customer satisfaction metrics.
- Generate and communicate performance reports to leadership and stakeholders.
- Identify performance trends and implement action plans to improve results.
- Drive accountability and ensure achievement of operational targets.
Customer Experience & Escalation Management
- Support the resolution of customer escalations and complex issues.
- Ensure consistent delivery of high-quality customer service and technical support.
- Provide guidance to team members on customer interactions and issue resolution.
- Promote a customer-centric culture that prioritizes satisfaction and loyalty.
Continuous Improvement
- Participate in process improvement initiatives and operational excellence projects.
- Recommend and implement solutions to improve efficiency quality and overall performance.
- Collaborate with cross-functional teams on business and customer support initiatives.
- Support organizational change management activities when required.
Qualifications :
Required Qualifications
Education
- High School Diploma or equivalent required.
- Associates Degree or Bachelors Degree preferred.
Experience
- Minimum 1-3 years of experience in a Team Lead Supervisor Senior Support or similar leadership role.
- Previous experience in a contact center customer service technical support or operations environment preferred.
- Experience managing performance quality productivity and customer satisfaction metrics.
- Experience coaching and developing employees to achieve performance goals.
Language Requirements
- Fluent Spanish required.
- English proficiency preferred.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Experience: years
Vacancy: 1