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Job Description

The Technology Services Team Leader is part of a business unit that provides integrated, technology-based solutions, helping our customers to competitively manage their business and automate costly workflow processes. The product line includes a suite of desktop software applications, cloud-based back-office solutions, in-vehicle hardware devices, embedded software applications, and mobile device applications.

The product and service lines this team supports are a key growth area. This position offers an opportunity to have an impact and will be integral to J. J. Keller’s success in helping our customers manage one of the largest regulatory changes the transportation industry has seen and to ensure customer expectations are fulfilled.

• Leads, develops and coaches team:
Provides clear expectations, feedback and recognition
Participates in the hiring/selection process
Writes and conducts performance evaluations and progress reports
Handles associate relations issues
• Delivers results in line with the following key metrics/accountabilities:
Client retention
Issue resolution quantitative and qualitative metrics
Associate retention
• Implements and maintains on-going leadership of a 24 x 7 call center for inbound Keller Mobile drivers.
• Ensures proper workload planning and allocation across multiple service and support teams.
• Ensures productivity levels are met and process improvements are implemented.
• Handles issue resolutions and escalation of customer issues across all lines.
• Assists in providing first level support, as needed, to assist the team in keeping support channels clear and to meet quantitative and qualitative metrics
• Coordinates and plans activities related to service enhancements and how they impact support teams and the customer base.
• Monitors internal systems that measure inbound and outbound call activity, customer feedback and resource availability.
• Provides feedback to area management regarding product enhancement requests and assists with development and testing of enhancements.
• Identifies and implements continuous process improvements for the department.
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines.
• Enforces and supports all company policies and procedures. Fully support the company’s commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace.

Position Requirements

• 5 plus years of experience in a technology-based external customer facing role.
• Prior experience in a leadership role strongly preferred.
• Demonstrated experience dealing directly with customers on technical troubleshooting.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to work in a fast-paced work environment.
• Ability to lead results through Metric Management.
• Technical skills for triage, resolution of escalated issues.
• Ability to work and collaborate with technical resources on customer problem resolution.
• Bachelor’s degree in a business or technology related field strongly preferred.

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
J. J. Keller & Associates, Inc

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