Team Leader, Office 365 Program

Tucson, Arizona. Full Time.

Company Description

Mural is your one-stop cloud solution support provider, the industry leader in strategy, technical services and ongoing support for Microsoft's full suite of SaaS collaboration applications, including SharePoint, and Office 365. Our company works closely with global carriers, telecommunications companies, service providers, hosting providers and Microsoft, with the goal of educating, on-boarding and supporting business customers.

Job Responsibilities

• Directly leads and supervises staff, including interviewing, hiring, coaching, planning, assigning, and directing work. Includes training, development, recognition/rewards, assessing performance, and mutually working with team members to implement action plans that ensure we exceed customer.

• Regularly monitor interactions and frequently meet with team members according to expectations to provide ongoing feedback, development planning, and behavioral coaching.

• Manage performance on programs to defined Key Performance Indicator’s (KPI’s) as identified by company and client requirements

• Identify performance opportunities at the team or program level to develop and implement comprehensive action plans. Document results and provide program results and progress to leadership.

• Analyze and improve performance by tracking contact center statistics, including absenteeism, schedule adherence, customer experience, and provide frequent adherence feedback to staff, while proactively updated leadership on results and progress.

• Partner with quality team to assess and provide feedback to staff on interaction monitoring and participate in required calibration sessions.

• Collaborate with and provide feedback to Training Team on newly hired staff performance for identification of curriculum improvements and to HR on talent acquisition feedback. Work with training team to identify areas of ongoing recurrent development to increase agent performance.

• Review and delegate troubleshooting and escalation issues to specialists.

• Work with other team leads to drive overall customer satisfaction and efficiency goals for the program in coordination with program leader to ensure project or program expectations are exceeded.

• Document all interactions and communications with team members regarding policy.

Key Qualifications

• Solid track record of achieving and exceeding performance and behavioral expectations.

• Demonstrated ability to manage and prioritize multiple projects and tasks while employing time management and organizational skills.

• Ability to leading/participate in meetings (individual and group) to gain consensus and achieve objectives.

• Ability to make sound decisions using good judgement in varying scenarios with varying degrees of conflict specific to employee performance, operational results, and coaching, and is able to achieve a unified outcome with integrity.

• Critical thinking that supports your ability to accurately assess interactions using our quality framework.

• Analytical ability that allows you to combine your qualitative AND quantitative insights and learning to drive change.

• Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others.

• Deep Customer Empathy and a passion for continuously engaging with customers in order to best understand and serve them .

• Change Leader who is able to influence thinking and mindset.

• Self-Manager who can work independently on assigned tasks

• Continuous Improvement Mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day.

• Is a role model for all Mural policy, procedures, and practices.

Requirements

• High School diploma or equivalent required, Bachelor’s Degree preferred.

• Minimum of 1-3yrs experience working in a contact center environment delivering for customers.

• Minimum of 1-3yrs experience leading, coaching, and developing high performing teams.

• High degree of technical acuity and experience with a focus on supporting Microsoft/Office 365 product line-up.

• Active participant in the process of improvement and change. The ability to be proactive in improvement and solutions while engaging in the ongoing tasks and directives.

• Is the utmost Role Model for all Mural values, policies, practices, and procedures? Is a driver that is also a change catalyst and mindset to “change the game.”

Benefits

In addition to working alongside a team of dedicated individuals and cloud consulting experts, Mural offers competitive pay, casual dress, multiple comprehensive medical, dental, and vision plans, 401(k) plan, company paid basic life insurance and long-term disability plan, corporate discounts on goods, services and travel, and company sponsored lunch Fridays.

Additional Information

This position is located in Tucson, AZ. This is a full-time, non-exempt, benefits eligible position.

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