MasTec Advanced Technologies Operations Support Team Lead in Coppell, Texas
/ This position will interact with our external clients and customers to provide and process information in response to inquiries, concerns, and requests about services. The Operations Support Team Lead will maintain reports, scheduling and handle escalated email or calls regarding complaints, questions and queries as requested while coaching and mentoring agents.
Maintain performance reporting, agent’s scheduling, and track work orders
Handles escalated emails or calls; complaints, questions, and queries when necessary.
Coach and mentor agents by encouraging, supporting, and motivating them on a day to day basis.
Facilitate cross-functional training and communication for agents to improve department efficiencies and support.
Facilitate and participate in weekly team and lead meeting.
Ensures order integrity.
Provides positive customer contact experience
Provides installation status updates
Works closely and effectively with the Operations Support Center, Field Supervisors, Field Technicians, and Customers
Maintains and improves service by listening to customer’s description of problems; diagnosing and/or troubleshooting problems.
Maintains customer rapport by resolving concerns and answering questions
Maintains safe work environment by following safe practices
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Ensures an excellent installation and service experience to customers.
Working with all levels within a fast paced and deadline driven organization.
Perform general clerical work such as filing, copying, mailing, etc.
Perform other duties as assigned. / INCUMBENTS ARE HELD ACCOUNTABLE FOR ALL DUTIES OF THIS JOB / /
JOB SPECIFICATIONS Required Knowledge/Skills/Attributes
Ability to read and write clearly and effectively.
Above average computer skills including Internet Explorer, Microsoft Office products (Outlook, Word, PowerPoint, Excel).
Ability to provide outstanding customer service; ask probing questions, answer inquiries and/or request assistance.
Detail oriented, critical thinker and problem solver.
Ability to multi-task and handle record-keeping requirements.
Proven ability to adhere to established work schedule.
Ability to work independently and in a team.
Ability to understand and follow instructions for a variety of standard/safety practices Education · High school diploma, GED, or equivalent combination of education and experience is required. Experience
1-2 years of customer service/ interfacing experience is required
Call Center and/or Dispatch experience is/preferred./ SUPERVISOR RESPONSIBILITY: No supervisory responsibility.
WORKING CONDITIONS: Non-Exempt Working Conditions
Work is performed in a fast-paced office environment requiring extensive sitting, phone and/or computer usage. Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently. Schedule fluctuates throughout the year; including days, nights, holidays, weekend shifts and overtime in order to perform the essential functions of the position.
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.
Title: Operations Support Team Lead
Requisition ID: 22386