(IT487) Support Team Lead

(IT487) Support Team Lead

11 nov
Blue Yonder

11 nov

Blue Yonder


- Accountable for the quality of delivered services, including communication, resolutions, and case content. 

- Acts as Liaison for customers, analysts and other Support Services and Blue Yonder departments. 

- Assists analysts with case and workload balancing, as well as carrying out tasks, assigned by manager, identified by metrics analysis. 

- Demonstrates and adheres to best practices of all internal Support Services policies and procedures. 

- Ensures quantity and quality content in the Knowledgebase.

- Expertly utilizes support tools (Zoom, Teams, etc.) to expedite case resolution. 

- Gathers requirements and assists in the creation of courseware and documentation that meets JDA requirements. 

- Identifies associate training and development needs by team/individual and facilitates the creation and completion, including managing development plans. 

- Leads by example: inspires team to excel, promotes teamwork and high morale. 

- Maintains positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in Blue Yonder Support. 

- Manages the day-to-day team activities to ensure the team adheres to operational guidelines. 

- Mentors team associates in product knowledge and triage techniques. 

- Motivates and mentors - develops an environment where associates work well together and are empowered, challenged and motivated. 

- Oversees all performance management matters including: semiannual performance reviews as well as monthly case reviews and as needed one on ones with associates. 

- Oversees, implements and disseminates communication of department and company operational guidelines. 

- Participates in Corporate Special Projects as tasked by Management. 

- Participates in team scheduling - includes optimum coverage for all required times and methods. 

- Provides advice to customers and product / implementation teams regarding industry best practices and process methodology. 

- Provides functional and/or technical support during a customer’s product implementation and "go-live" periods. 

- Sets overall tone for customer satisfaction - level of service, monitor SLA compliance, time to close as well as participation in escalation management. 

- Team scheduling: includes optimum coverage for all required times and methods. 

- Tracks team operational efficiency and effectiveness. 

- Understands business features and functionality to be provided by the product. 

- Works in a cross-functional capacity to support quality design, development and testing. 

- Works with other analysts to process and resolve sensitive and complex issues. In addition, maintains their assigned case load.

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