Facilitate and foster environment that is proactive, innovative, positive, team-friendly, focused, accountable and efficient

Provide regular feedback to Management on team performance and how department can improve. Also, provide feedback on potential roadblocks and department needs.

Monitor quality of calls, tickets and customer service to ensure team expectations are met, provide feedback to employees and summary to Manager

Regularly walk the floor to check-in with team members to provide guidance and assistance

Proactively identify areas team members need to improve. Coach and mentor team members, ensure follow up and provide feedback to stakeholders.

Review monthly feedback forms with team members, input yearly team member goals

Ensure that team’s KPIs are met

Proper documentation and tracking of opportunities for team member improvement

Participate in customer handoff calls to Support

Provide analysis and health status of support team to Sr. Manager

Oversee scheduling and follow-through for all meetings / conference calls, both internal and external

Other duties as assigned.

Facilitate and foster environment that is proactive, innovative, positive, team-friendly, focused, accountable and efficient

Provide regular feedback to Management on team performance and how department can improve. Also, provide feedback on potential roadblocks and department needs.

Monitor quality of calls, tickets and customer service to ensure team expectations are met, provide feedback to employees and summary to Manager

Regularly walk the floor to check-in with team members to provide guidance and assistance

Proactively identify areas team members need to improve. Coach and mentor team members, ensure follow up and provide feedback to stakeholders.

Review monthly feedback forms with team members, input yearly team member goals

Ensure that team’s KPIs are met

Proper documentation and tracking of opportunities for team member improvement

Participate in customer handoff calls to Support

Provide analysis and health status of support team to Sr. Manager

Oversee scheduling and follow-through for all meetings / conference calls, both internal and external

Other duties as assigned.

EDUCATIONAL AND TECHNICAL REQUIREMENTS

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.

Agilysys is an equal opportunity employer. Agilysys is an equal opportunity employer. In compliance with all federal and state equal employment opportunity laws, qualified applicants are considered for all positions without regards to race, color, religion, gender, sexual orientation, national origin, marital status, disability, age, military or veteran status, genetic information or any other status protected by law.

EEO/AAP Employer

M/F/V/D