Team Leader, Interplay Team

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Team Leader, Interplay Team ABOUT AVID Avid makes technology and collaborative tools so creators can entertain, inform, educate, and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts. To learn how Avid powers greater creators or for more information, visit www.avid.com. JOB SUMMARY At Avid, every role has a significant impact and is an integral part of realizing our mission. This Team Leader role will be responsible for working with Avid Global Customer Experience and Customer Success management team to ensure that the Customer Care support team is meeting or exceeding Avid’s internal and customer facing metrics, and driving excellence, efficiency, and consistency in delivering support to our global customers. RESPONSIBILITIES AND DUTIES Lead a technical team of individual contributors, providing direct customer support to worldwide end users or administrators of Avid Audio products via telephone and electronic channels Perform administrative tasks as it relates to managing a technical team i.e. timekeeping, managing attendance and behavioral performance of each employees, etc. Work directly with customers to ensure that our technical agents are resolving their issues in a prompt and timely manner Interpret and monitor KPI-related metrics Manage performance of the team to meet said metrics Monitor Case queues & telephony system to ensure performance of team in meeting SLAs Provide coaching to agents Utilize SalesForce, Five9, Omnichannel and other tools Generate and present monthly report on team’s performance in MS PPT Create and present other reports as requested Review post incident customer surveys on a weekly basis Perform survey follow ups with customers and provide coaching to employees Handle escalated cases/calls Assist agents in troubleshooting complex cases Set goals for the team in line with Global CX & CS yearly goals Execute performance appraisals on a yearly basis Implement performance improvement plans as needed Identify training needs and organize training opportunities for the team Liaise with L3(Engineering) per documented bug reporting processes SKILLS Must possess ability to interact at all levels of management Must possess ability to work independently and creatively with minimal supervision Strong time management and organizational skills required Strong attention to detail and high quality of work in all aspects of the role is required Must have strong communication and interpersonal skills Must possess a unique ability to collaborate and work efficiently with various teams Must possess a creative mindset – ability to approach a problem creatively QUALIFICATIONS A Bachelor’s degree or higher from an accredited college or university in a field directly related to IT or Engineering preferred At least 1 year of Supervisory experience is required Experience with implementation of corrective action programs preferred Knowledge of application software including presentation, spreadsheet, flow charting and word processing applications preferred Excellent English communication skills, both written and verbal-fluency is required Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Avid makes technology and collaboration tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recordings and live concerts. To learn how Avid powers greater creators or for more information, visit http://www.avid.com.