Team Leader/Noc Incident Commander

Job Title:
Team Leader/NOC Incident Commander
Job Description
The NOC Incident Commander is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. This position is also a subject matter expert & experienced technical leader with strong cross-functional and mentoring skills.
Essential Functions/Core Responsibilities

• Ensure customer success by answering and resolving technical support cases from typical contact center customers via email, chat, meet, adhering to our core operational processes (Update issue tracker, escalation matrix, engaging partner teams etc) and meeting response SLOs and high level of customer satisfaction
• Develop familiarity with key documentation related to the products under support; consistently direct customers to correct documentation in order to ensure customer success.
• Contribute to team efficiency by understanding and consistently adhering to support processes for: case handling, escalations, hand-offs, bug filing, case routing, and case root cause categorization.
• Reproduce customer problems, independently and consistently adhering to team processes for filing bugs (product & documentation) and feature requests.
• Ability to write clear customer communications, structure the troubleshooting next steps, provide workarounds where possible, and empathize with customer needs and pain points.
• Appetite to drive change in tools, processes, and products to eliminate pain points at their root.
• Drive complex support cases to resolution while maintaining our response SLOs and maintaining our CSAT targets. Demonstrate ability to resolve advanced customer requests, e.g. interpreting around unusual alerts / alarms, license types and products, high production quality expectations.
• Handle case consults and escalations from Level 1 Agents. Carry out technical case reviews for Level 1 and/or Level 2 Agents.
• Debug customer issues for a variety of cases, reviewing test samples and providing solutions.
• Promote team efficiency by creating, maintaining & sharing FAQs, how-tos, or knowledge base articles with the team. Ensure these documents gets reviewed by FTEs before publishing.
• Improve product documentation by consistently reporting errors and suggesting corrections and even fixing them.
• Demonstrate Excellent communication skills while interacting with peers (both FTE & TVC).
• The role is located on-site in Austin, Texas.
• The expected working hours are Monday - Friday 12:00 PM to 9:00 PM CST or 11:00 AM to 8:00 PM CST.

Team Leader

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

Education and Work Experience

• 8+ Years Experience/In-depth knowledge of Telephony/VoIP technologies - Avaya Aura Session Manager (SM), Avaya Aura Contact Center Control Manager (ACCCM), Avaya Communication Manager (CM), Manager (SMGR), Avaya Workforce optimization (AWFOS), (WFO), Call Management, System (CMS), Proactive Outreach Manager (POM), Avaya Aura Messaging (AAM)
• Industry standard certifications preferred (CCNA, CCNP, JNCIA, JNCIP, JNCIS).
• ITIL Foundations or similar service management certification preferred
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Willingness to work a flexible schedule

Knowledge, Skills and Abilities

• Seen as expert (SME) among peers: Delivers Lighting talks & training to team members
• Seen as an escalation point for both Level 1 & 2 with regards to complex processes, case handling, debugging customer issues and possessing knowledge to address queries of junior team members.
• Handle outages/call delivery issues, experts in authoring postmortems, root cause analysis and process documentations.
• Drive end to end Incident Management, plan/execute changes & supporting migration/launches by adhering to Operations processes.
• Adopt new products or technologies by adhering to the Operations Acceptance process.
• Demonstrate Excellent communication skills while interacting with Clients leadership.
• Drive efficiency through sharing ideas to improve processes, skills, tools etc. with FTE team members.
• In-depth knowledge of VOIP Protocols (SIP, H.323, MGCP, H.248, RTP, RTCP, SRTP), Voice Gateways (preferably accompanied to anyone vendor like Avaya, Cisco, Gensys, Polycom etc.,), VoIP Architecture, VoIP Call Components, Transport connections (these could include SDH, SONET, WDM, OTN, MPLS, PDH, DSL, fiber and subsea cables, as well as ordinary cables)
• Knowledge of TCP/IP fundamentals TCP/UDP/DNS/DHCP/HTTP, Subnetting, WiFi, Routing.
• Scripting - Write moderate complexity scripts for automation.
• Security - Fraud, Regulatory Compliance.
• Knowledge of network standards and practices.
• Experience in dealing with users.
• Strong knowledge of network troubleshooting tools, and monitoring platforms.
• Maintain a high sense of urgency while staying cool under pressure.
• Working knowledge and understanding of service management principles (incident, problem, change management)

Career Level Description
Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
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Location:
USA, Austin, TX 2
Language Requirements:
Time Type:
Full time
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