Team Leads are responsible for leading a team of Support agents, for business-to-business or business-to-consumer practices. Team Leads deliver quarterly performance evaluations, perform bi-annual career discussions, career development discussions and successfully address performance gaps without supervision.
What you’ll do:
Support and coach team members to achieve KPIs
Serve as an escalation point and backup for Managers
Review team interactions to identify coaching opportunities and ensure progress of open tickets
Provide feedback to associates through formal coaching evaluations on random calls and tickets and through live observations
Review KPIs, supporting metrics, and scheduled reports to proactively address customer needs and coach the team
Advocate for customers on escalated tickets or during major incidents
Provide frontline coverage during peak volume/ seasons
Leverage knowledge and resources to effectively handle the most complex needs or provide guidance to team members on how to resolve
Author and publish help content to improve self-service resources
Stay informed on product changes and rapidly learn information about functionality changes
Join a rotation of on-call resources for customers afterhours and on weekends
What you’ll bring:
You have experience in working with senior leadership on process improvement
You are naturally diplomatic and tactful, creating good working relationships easily
You communicate professionally including experience composing grammatically correct, concise and accurate customer responses
You have experience asking critical questions and probing for information to facilitate problem solving
You are undaunted by stressful or uncertain situations and adapt quickly to change
You take a creative approach to solving difficult situations and problems
You are motivated by achieving goals and helping others achieve results
You delegate as needed to accomplish goals within a timeline
Ability to work US hours – Eligible for shift differential compensation
Advanced level of English
Previous technical troubleshooting experience preferred
Proficient in Spanish is a plus
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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
