Job Summary:

The Team Lead for Admin Support helps ensure our Admin Support team has the necessary policies, processes, and knowledge to deliver an exceptional customer support experience. This multi-faceted role focuses on managing and improving all key operational components of the Admin Support business.

How Will I Make an Impact?

Functional Responsibilities

• Participate in managing the daily operation of the Admin Support team
  • Identify and address gaps in live channel (Chat & Phone) and schedule coverage
  • Network with various internal teams to drive solutions and meet client expectations
  • Displays initiative and creativity required to resolve problems / develop recommendations
• Create and Analyze reports to help drive recommendations aimed at optimizing Admin Support performance, processes, and systems
• Concurrently manage multiple projects to continuously improve the Admin Support business within one or more of the following key operational components:
  • Quality control
  • Documentation and localization
  • Training, coaching, and upskilling of all staff
  • Operational/Service Level management
  • Data analysis and reporting
  • Client management
• Assist in managing client escalations, providing necessary feedback and coaching to team members
• Assist in additional tasks as delegated by Senior Leadership

People Leadership Responsibilities

• Lead a team of Support Analysts at various levels
• Conduct regular meetings with your direct reports where you coach and provide opportunities to grow their skills, provide career path opportunities, give regular feedback and create a collaborative and open environment
• Promote an effective team environment and serve as a advisor for your functional team, through mentoring and sharing professional/technical experience with team members.
• Frequently engage in coaching sessions with peers, leaders and team members to ensure KPIs are being met
• Collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
• Work with management to drive productivity, efficiency, and hold team accountable for high quality outcomes
• Collect, summarize, and share team activities, metrics, and other information on regular basis
• Participate in on-call rotation
• Assist in additional tasks as delegated by Senior Leadership

What you'll bring to the role:

You have a strong technical knowledge of web-based support and can effectively enable team members to support clients across all segments. You can proactively and reactively identify and solve a diverse scope of complex challenges. You have successfully demonstrated the ability to drive key initiatives in order to achieve specific KPI goals, both for specific operational components of the business and for an overall support program.

• 1+ years acting as Team Lead of a support program, with a proven track record of achieving established KPIs OR 5+ years of experience supporting web-based applications in a customer service or help-desk environment
• Practical project managements skills to manage initiatives from beginning to end
• Proficient knowledge of Microsoft Office products for the purposes of completing various initiatives
• Knowledge of current web-based technologies, infrastructure, and concepts
• Strong Customer service, communication, collaboration and analytical skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
• Attention to detail, organizational and time management skills are essential in order to accurately assess complex situations, drive solutions, and balance conflicting priorities in a fast-paced environment
• Conflict resolution and problem-solving skills are required to effectively deal with customers in crisis
• Leverages effective communication skills to accurately and concisely deliver information, provide feedback, and garner support for their initiatives
• Strong understanding of troubleshooting methodology
• Experience leading, coaching or mentoring a technical team is an asset
• Experience or familiarity with Brightspace or other LMS is an asset
• Experience working with a ticketing systems (ie Salesforce) is an asset
• Ability to be on-call in after-hours situations

Education Recommendations:

Diploma or Bachelor's degree in Computer Science or equivalent in relevant field