Team Lead

2 days ago

Kuala Lumpur, Malaysia Becton, Dickinson and Company Full time

Job Description Summary

The Team Lead will lead day-to-day activities required for the Technical Support Center (TSC) to properly handle customer issues. This includes growth and development of agents and specialists to include technical, collaborative, and customer service skills. In general, the Team Lead's responsibilities are categorized into the following separate functions: customer service-driven team centricity & collaboration.Job Description

**Job Description**:
**Knowledge, Skills and Abilities**

**Technical Team Collaboration & Team-Centric**
Development Focused,Global & Company Mindset, andExecution
- Facilitates agent coaching sessions forbehavioral, technical, and customer experienceopportunities
- Fosters a climate of approachability and opendialogue in which people value mentorship and encouraged to do theirbest
- Demonstrates continued personal growth anddevelopment
- Collaborates with WFMon agent status changes and adherence for global impactconsiderations
- Continually engages with Field and Implementation teams to meet the needs of thecustomer
- Drives a high performing and high developing customer-centric team of agentsand specialiststo ensure consistent adherence to processes, achievements of key performance indicators (KPIs), agent goals, and collaboration betweenagents, specialists,anddepartments
- Review agent case activity and approve involvement as it relates to other supportsubgroups

Agile & Results DrivenandInclusive & Diverse
- Works with and through others to accomplish goals and deliverresults
- Coordinates appropriate case hand-offs and transitions between agents,specialists,teams, centers, anddepartments
- Adapts quickly to team needs to help secure efficient operation and highmorale
- Inspires and drives cross-functional productivity and development through collaboration process flowswithin and outsideof immediateteam

**TechnicalCustomer Service Driven**
Customer Focus,Customer Centric & Innovative, andStrategy
- Acts with the customer in mind in all areas of team and individual performance
- Builds customer loyalty through interaction, communication, and teamefforts
- Committed to continuous improvement through empowerment and managing ofresponsibilities
- Seizes opportunities to communicate with all appropriate departments for any significant current or potential customerconcerns
- Reviewscustomer satisfactionmetrics as it relates to agents and specialistsfor appropriateaction

**Administrative/Other**
- Timely completion of any Company or Department requiredtraining
- Performs other duties asassigned

**Education**:

- Bachelor'sdegree in Computer Science or 5+ years equivalent experience

**Experience**:

- Microsoft SQL experience (4+ Years)
- CompTIA A+ or N+ Preferred
- Ability to communicate technical solutions/recommendations to a non-technicalaudience
- Windows Server (2008+) and Desktop Administration (Win7+)
- Networking topology, terminology, commands
- IIS and Web Application Administration
- Group Policies Terminology and Administration
- Active Directory Administration
- VMWare Terminology and Administration
- Installing peripherals (Scanners, Printers...)
- Application Installation and Troubleshooting

Primary Work Location

MYS Kuala Lumpur - Jalan KerinchiAdditional Locations

Work Shift

MY2 Night 8p-5a Mon-Fri (Malaysia)

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