Company Overview
NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.
Responsibilities
The Team Leader role is responsible for oversight and management of a team of Customer Success Center Engineers.
Monitor calls for quality, provide performance coaching and feedback.
Track attendance and performance of team and individuals.
Assign work to team members and make them accountable for their work.
Provide input into performance management and terminations.
Assist in performance ratings of team members at year end.
Manage the queue of calls to ensure service levels are maintained.
Implement Process Improvements for Team. Recognize, evaluate and identify areas for improvement.
Resolve participant escalations/issues without further escalation by providing superior customer service.
Other: Interviewing candidates, providing input on hiring, training, client meetings, client tours, team meetings.
Analyzes Service Desk trends to identify opportunities to improve the quality IT offerings.
Provides creative “out of the box” thinking.
Provide customer service and satisfaction in the area of desktop.
Assist in authoring, maintain, adherence to and improve operating policies, procedures and associated documentation.
Contribute to and manage additional special projects assigned by the clients and or management team.
Potential 7x24 after hours support & On-call rotation; must have internet access from home.
Travel may be required - must have personal transportation.
Other responsibilities as assigned.
Qualifications
3-5 years of work experience in a Call Center/Service Desk practice.
Minimum of 2 years experience managing people in Call Center/ Service Desk practice.
Able to present point of view to gain buy in and drive change.
Gains insight from big picture to enhance tactical steps.
Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.
Ability to work independently and manage up
Thrives in an environment of multiple shifting priorities.
Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically.
Strong communication and documentation skills required: this person must be able to incorporate the best ideas from the team, as well as drive acceptance of his/her own architectural and technical concepts.
Sought by others as a leader to resolve issues or help problem solve.
Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
Able to address conflict with others constructively.
Effective at building trust in relationships with employees and managers.
Manages different audience needs with a customer-focused orientation.
Able to work independently and successfully in team environment and interface effectively with senior-level customer representatives.
Offers ideas and suggestions to support achievement of goals.
Applies concepts of project management & resource allocation.
Understands big picture and creates effective solutions through understanding cause and effect.
Sees the big picture and begins to advocate for strategic recommendations.
Must be capable of forward thinking to plan for future technology needs and foresee trends.
Ability and desire to quickly learn new technologies and concepts.
At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!
All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.
NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.