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.

• 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!