Sr Team Leader Technical - ESP

TeleTech Holdings, Inc.; Dearborn, Northern (MI, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Percepta seeks a Sr. Team Leader to provide daily leadership for the ESP System Liaison Team, ensuring customer and employee satisfaction while achieving program goals. The role demands SME-level knowledge of ESPS programming logic and accountability for ESP/ESC launches in the USA, Canada, MEA, and related trackers.

You will oversee priority-task analysis, vendor coordination, and development of test scenarios, with responsibility for training staff and maintaining strong client relations.

Qualifications

• Associates or 2+ years college required or equivalent work experience.
• Strong understanding of ESP business including product offerings, program knowledge, ESP system structure/set-up, and financial impact of changes within system.
• Document functional & technical product/system requirements.
• Project managing product/system development initiatives.
• Supervisory / Leadership experience is required.

Responsibilities

• Analyze and prioritize tasks for employees, maintaining workloads to meet program requirements.
• Serve as ESPS consultant to the ESP client regarding feasibility of launches and system changes.
• Manage actions and expectations with ESP vendors to keep integrated ESPS programming logic intact.
• Provide analysis, development and testing of technical scenarios and perform Customer Acceptance Testing.

Skills

Leadership experience

ESP business knowledge

Project management

Coaching & mentoring

Team building

Communication skills

Analytical thinking

Decision making

Independent work

Education

Associates or 2+ years college

Job description

Position Summary

The Sr. Team Leader provides the daily leadership and support for the ESP System Liaison Team to meet customer and employee satisfaction while achieving the business goals of the Program and Percepta. The Sr. Team Leader must be a Subject Matter Expert (SME) on all advanced programming logic within ESPS.The Sr. Team leader is fully accountable for the successful launch of the ESP/ESC launch in the USA, Canada, Middle East/Africa (MEA) and all programming E trackers within ESPS.

Duties and Responsibilities

• Analyze and prioritize tasks for employees.Maintain system and employee workloads to ensure program requirements and support is met.
• Evaluate and request custom Business Partner report requests.
• Serve as ESPS consultant to the ESP client regarding the feasibility of anticipated program launches and system changes.
• Manage actions and expectations with ESP vendors to keep integrated ESPS programming logic intact and business relations in good standing.
• Provide analysis, development and writing of technical test scenarios and performing Customer Acceptance Testing for developed solutions.
• Analyze and scope the areas of analysis, working with project managers, business partners and outside vendors to clarify the level and complexity of the business analysis effort needed for new projects.
• Provide system logic training and support to ESP departmental personnel, system owners who interface with the ESP system and vendors/suppliers to the ESP program.
• Accountable for the prioritization and successful completion of Etrackers.
• Serve as Consultant to the client in the review and planning of unique/unconventional system solutions for improving the ESP business within ESPS.
• Define and manage the magnitude of reported system concerns to assess the risk to the business.
• Communicate all program changes, enhancements, new version releases, etc. to the appropriate personnel within Ford Motor Company and all related ESP business groups.
• Manage personnel issues including maintain discussion logs, coaching / counseling, performance reviews, time sheet approvals, recruitment of new employee's and all other matters as it relates to managing the staff.
• Ensure employees have the necessary training and support to perform their job responsibilities.
• Adhere to and support all Percepta and Business Partner initiatives and requests.
• Promote team work and employee development.
• Lead weekly team meetings.
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
• Complete training courses as directed by Operations and/or Training.
• Maintain professional working relationships.
• Complete additional responsibilities and projects as needed.

Education

• Associates or 2 + years college required or equivalent work experience

Experience

• Strong understanding of ESP business including; product offerings, program knowledge, ESP system structure/set-up, and financial impact of changes within system.
• Document functional & technical product/system requirements.
• Knowledge of Product/System development, implementation and testing processes.
• Project managing product/system development initiatives.
• Supervisory / Leadership experience is required.
• System Liaison knowledge and experience is required.
• Knowledge of ESPS – maintenance, operation, program logic, and current business.

Skills

• Ability to work well with all levels of the organization.
• Logical thinker.
• Must be able to interact effectively with all internal departments and Percepta representatives.
• Works well independently and in a team environment.
• Coaching, mentoring and supervisory skills.
• Expert ability to troubleshoot and analyze technical system related programming
• Leadership skills
• Team building skills
• Good judgment in conflict resolution
• Ability to create a supportive and conducive adult learning environment
• Ability to drive employee satisfaction
• Must represent Percepta professionally with all clients and external organizations and contacts
• Knowledge of Percepta Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Behavior Based Interviewing; Harassment/Professionalism in the Workplace
• Strong time management, organization and planning skills.
• Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven technical environment.
• Strong customer service, interpersonal and relationship-building skills
• Ability to analyze agent customer handling and case management results to identify root cause of performance/process issues.
• Communicate and articulate in a professional and effective manner both orally and written
• Ability to exercise independent judgment and decision making
• Self-starter who demonstrates initiative, resourcefulness and ability to work independently and interdependently among a team.

Other

• Hours of program operation are: 8:30 am to 5:00 pm, Monday - Friday