Services Team Lead

Position Overview

The Services Team Lead is responsible for leading a Services team to success in reaching Telecom Expense Management goals and providing support. Incumbents are responsible for process execution and evaluation, workload leveling, strategic implementation of improved processes and building client relationships.

What you'll do at Insight

1. Coach teammates on proactive activities to drive success within the Services Department.

1. Manage workload of teammates by ensuring adequate coverage in all situations - which will include providing personal relief/coverage for clients, being available to answer the phones and emails, and overall do what is necessary to ensure all requests are handled appropriately.
2. Provide escalation direction and/or assistance to teammates.
3. Regularly monitor teammate/client phone calls for training opportunities and provide feedback to Services management.
4. Act as the first point of reference for teammates, as well as the point of contact for all clients and teammates during a manager's absence.
5. Develop and maintain strong, positive relationships with internal teams and business partners.

1. Work effectively with inter-department and cross-company teams and management staff to succeed in meeting and exceeding department, as well as company, business goals.
2. Provides regular reports to Services Manager for analysis (including attendance).
3. Participate in all departmental meetings.
4. Analyze and refine processes for efficiency and quality.
5. Promote and demonstrate company core values.

1. Additional duties as assigned.

What you'll need to join Insight

1. Bachelor's degree (B. A.) from four-year College or university; or two to three years of related experience.
2. Must have a proven track record in handling and resolving escalations.
3. Proven mentoring and training abilities needed.

1. Success in increasing teammate morale and successfully leading a team a plus.
2. Strong organizational skills and proficient in process management in order to manage multiple initiatives and projects simultaneously a must.
3. Strong verbal and written communication skills required.
4. Able to work effectively with all levels of management and clients required.
5. Good display of business judgment skills needed.

1. Exceptional organizational and problem solving skills required.
2. Must be detail oriented.
3. Must be able to work under pressure or time constraints and produce positive results.
4. Effective use of PC including Microsoft Office required.

Nearest Major Market: Columbus
Nearest Secondary Market: Dublin
Job Segment: Manager, Telecom, Telecommunications, Management, Technology