October 8, 2024

Hewlett Packard

Heredia

Technical Solutions Lead

Role Description:
Acts as a team leader, facilitating information and data analysis to monitor teams KPIs and individuals” performance. May seek advice from management or stakeholders to make decisions on complex business issues. May represent the team in diverse forums related to business or employees’ topics. Acts as a back-up for the supervisor when needed. Creates networking and partnership with CS and CCC groups to support the organizations strategy. Demonstrates ownership, proactiveness and empowerment. Has the ability to assess when a business or people scenario needs consultation or direction and engages the corresponding resources or channels.
Key Responsibilities:

Provide assistance as a focal point to agents/peers on process or other related questions.
Prepare and share operational reports.
Deliver feedback, mentoring & coaching to agents.
Propose improvement action plans based on KPI root cause analysis.
Analyze data (root cause analysis/ deepdives) for all core and supporting operational KPIs.
Attend and participate in all business required meetings.
Take care of urgent request from Stakeholders and Management.
Assist agents on case management.
Manage escalations.
Monitor SLA and balance efficiencies in the team.
Identify improvement opportunities for the team and recommend action plans to management.

Qualifications and Requirements:

Highly proactive. Take ownership, accountability for results.
At least 2 years in the current position.
No disciplinary actions or Integrity violations.
Customer relationship oriented and focused. Customer obsessed / Wow experiences.
Demonstrate communication, analysis, and presentation skills.
Leadership qualities: Integrity, attention to detail, timeline sensitive, goal oriented.
Knowledge in MS Office: Excel, Outlook, Power Point, Word.
Ability to negotiate with agents, stakeholders, and customers for the best action plans.
Excellent English; verbal and written communication skills. (90% or higher).
Full Schedule Flexibility.
Excellent analytical and problem-solving skills.
Ability to self-manage daily workload.
Coaching & Mentoring skills.