Developer Support Operations Jr. Team Lead

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Job Description

The Developer Support Operations Jr. Team Lead will be responsible for the daily management of a team of Support Operations analysts. They will be responsible for ensuring that SLAs are met and that the quality rate of their analysts does not drop below contractual agreed percentages. The Jr. Team Lead will be responsible for the growth of their analysts alongside the motivation of their team and ensuring a smooth delivery of services on all fronts at all times. The Jr. Team Lead needs to have an in-depth comprehension of team dynamics and excellent problem-solving skills, with a proactive approach to any foreseen issues. The Jr. Team Lead must have an interest in Social Media, Content Management Mobile Applications.

Key Responsibilities:
  • Management of Support analysts
  • Making sure SLAs are met on a daily basis
  • Calibrate with Quality Assurance analyst on quality scoring and research ways to fix quality issues
  • Identify holes in customer policies and drafts proposals accordingly
  • In charge of conducting daily huddles, week wrap up meetings and monthly 1x1s with the analysts and the management team
  • Shares information required for the team to be successful
  • Responsible for the professional growth of their direct reports, and will be responsible for the measurement of their team s success
  • Develops and maintains an understanding of customer Service Level Agreements and department s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on the job training and classroom training
  • Develops and maintains knowledge of customer and customer specific business environment
  • Demonstrates understanding of the customer s business needs and maintains high customer satisfaction ratings
  • Perform follow up on incidents with customer to ensure customer satisfaction
  • Identify root causes for customer dissatisfaction and recommend process improvements