Clinical Help-Desk Team Lead

Job Listing No: 9740000

Clinical Help-Desk Team Lead

Alphanumeric Systems Inc. – Montreal, QC – POSITION SUMMARY: As the Team Lead, reporting to the Operations Manager, your primary responsibility is to act as the facilitator of the team by ensuring excellent customer service, and develop team effectiveness through leading, coaching, motivation and mentoring. The Team Lead is responsible for the day-to day running of their respective team. Other responsibilities include problem solving, quality coaching or other corrective actions within the team and prepare bi-monthly reports and conduct employee feedback sessions. The Team Lead is accountable for team metrics on a weekly/monthly basis. KEY RESPONSIBILITIES: Responsible to support staff through providing supervision, leading and mentoring, conflict management, coaching, training, and performance development Provide assistance to analysts for any call escalations and during peak periods and outages Create, modify, updates and adjust staff weekly schedules and attendance records Provide Real Time monitoring of the ACD sys… – Permanent – Full-time

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