Service Desk - Team Lead

Summary:

The Operations Lead is primarily responsible for the day-to-day operations of their assigned team and the associated analysts active during their shifts. Their focus is to exceed all contractual client SLAs, managing assigned team members, and ensuring effective communication within their group by successfully performing the following core responsibilities:

• Analyst development and remediation
• Training of K2 standard and client-specific workflows
• Documentation and communication of analyst progress and performance
• Analyst adherence to assigned schedules including breaks and lunches
• In-queue support
• Other items deemed necessary by their manager or senior Service Desk leadership

The Operations Lead embodies and reinforces the corporate cultural values established by senior management and inspires the same on their team by example.
 

Major Responsibilities:

The Operations Lead will adhere to strict policies and guidelines determined by Service Desk management and will enforce all K2 and client required protocols and practices. The Operations Lead will communicate effectively with their manager and other key members of the K2 team when necessary.

The following is a brief description of the major day-to-day responsibilities of the Operations Lead (subject to change as deemed necessary by department management):

Analyst Development: The Operations Lead is responsible for supporting the on-going and long-term success of their assigned analysts. They are responsible for communicating the expectations for their assigned analysts and are expected to counsel individuals when they are not meeting expectations. Additionally, the lead should be working with the assigned analysts to assist in their successful development and growth during their time here at K2 Services. The Operations Lead will work with their manager to ensure that each team member is well-utilized and successfully exceeds all K2 and client expectations and commitments. This can, and will, include regular ticket/performance reviews, modular training sessions, and any QC meetings required of the team.

Analyst Training: The Operations Lead is responsible for the training and reinforcement of K2 Services standards/best practices as well as client-specific workflows and expectations. This includes the forecasting of coverage needs to develop long-term training plans and providing remedial training either directly or in conjunction with the K2 Services Training team.

Leadership Presence and Availability: The Operations Lead is responsible for the performance of the analysts within their assigned group. They are responsible for maintaining availability and accessibility during their scheduled shifts and to utilize mobility tools such as phones, email, and chat products to allow them to communicate with their team. The Operations Lead will coordinate with their manager, their peers, and team members for the coordination and execution of their duties outside of their shift—as well as in times of absences, vacation, and holidays.

Ring Central Monitoring: The Operations Lead is responsible for monitoring contact volume and occupancy within the RingCentral platform. This is achieved through oversight of analyst behavior (e.g. setting appropriate unavailable time usage, engaging with their team on extended calls or emails) and through direct call/email/chat handling during either specific hours or during times when volume exceeds current analyst occupancy.
 

Operations Lead Daily Tasks:

The following is a list of mandatory daily tasks. Other daily tasks may exist for the individual Operations Lead based on client needs and expectations.

• Continuous K2 standards reinforcement
• Daily touchpoint with available analysts/peers/manager
• Constant monitoring of RingCentral
• Review of both internal and external communications
• SLA performance monitoring
• Direct In-queue support

Operations Lead Weekly Tasks:

The following is a list of mandatory weekly tasks. Other weekly tasks may exist for the individual Operations Lead based on client needs and expectations.

• Analyst performance analysis and report
• Meeting with their manager to discuss analysts’ performance, goal measurement, issue tracking, current and future staffing, and business needs
• Analyst QA/QC through ticket and RingCentral reviews

Operations Lead Monthly Tasks:

The following is a list of mandatory monthly tasks. Other monthly tasks may exist for the individual Operations Lead based on client needs and expectations.

• Touchpoints with assigned analysts
• Report of analyst performance and remediation
• Report of training progress and next targets