(Internal Candidates Only – Job Description not to be shared externally)

Who is Blueprint?

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

Why Blueprint?

We are innovators. Motivators. Thought provokers. Our collective backgrounds bring diverse perspectives that enable us to consistently think differently. We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, 401k, and paid volunteer hours.

What will I be doing?

Blueprint is looking for an Interim Escalated Tech Team Lead to join us as we build cutting-edge technology solutions! We are looking for a well-organized contact center leadership professional to significantly contribute to overall customer satisfaction by ensuring their team members are successfully coached and developed, so they can effectively respond to customer’s requests, issues, and concerns in a timely and professional manner. The Interim Team Lead directly impacts the success of the engagement by managing team members to maximize the productivity and quality of service provided to the client and their customers. The Interim Team Lead will be expected to manage and respond to tickets as well as manage teams.

Duties/Responsibilities:

• Assumes the role of an Escalated Tech Team Lead temporarily for at least 6-8 weeks (will then transition back to previous role)
• Manages the day-to-day operations and activities for the assigned team under general direction and guidance of the Operations Program Manager (OPM)
• Monitors workflow changes and pivots and immediately communicates necessary information to the team 
• Monitors and manages team schedule, timecards and attendance adherence, and logs nonproductive time daily 
• Review and process team feedback daily 
• Review, analyze, and improve team performance 
• Complete team audits and report findings to Operations Program Manager (OPM)
• Manage performance and provide agents with coaching and development with frequent 1:1s
• Maintain high performance in personal ticket work
• Follow and enforce Blueprint policies, processes, and core values
• Other duties and projects as assigned.

Qualifications:

• 2 years of support experience
• 1 year of experience in either the Tech or Games space
• Knowledge of gaming industry trends, major events, and news
• Demonstrated leadership with the desire to manage others and maximize the performance of a team
• Demonstrates a high level of service-excellence and consistently meets performance expectations.

Skills/Abilities:

• Innovative thinker and excellent written, verbal, and listening communication skills
• Strong interpersonal skills and the ability to effectively interact with different levels of management and other functional departments 
• Strong organizational and time management skills with the ability to prioritize workloads across a team
• Ability to motivate employees within a team environment and assess performance metrics to achieve high standards of performance
• Ability to effectively lead by example, coach and mentor a team of diverse employees
• Effective decision making and problem-solving skills
• Strong customer service skills and attention to detail 
• Ability to work as part of a team and independently.

Essential Functions:

Availability:

• Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.

Physical Requirements:

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
• Ability to sit at a workstation for extended periods, engaging with content on a monitor.
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.

Communication and Collaboration:

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients. 
• Role may require the ability to communicate in written form other languages as specified based on engagement requirements. 
• Openness to receiving constructive feedback and maintaining courtesy in interactions.

Independent Judgment and Time Management:

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Accessibility Accommodations:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue, WA)

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: ($26.00 - $29.50). The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development