Team Lead, Operations - Level II

RouteOne; Farmington Hills (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Team Lead for Level II Operations. This pivotal role involves managing support teams, ensuring adherence to service level agreements, and acting as a Subject Matter Expert in troubleshooting. The ideal candidate will possess exceptional communication skills, strong analytical abilities, and a keen attention to detail. You'll be responsible for mentoring team members, managing ticket queues, and contributing to continuous improvement initiatives. If you're passionate about leading a team and enhancing operational efficiency, this opportunity is perfect for you.

Qualifications

• 5+ years' experience in support or operations roles.
• 2+ years' experience in a team lead or supervisory role.

Responsibilities

• Manage and monitor support Canadian ticket queues.
• Mentor, support, and coach team members.
• Collaborate with stakeholders to improve support processes.

Skills

Bilingual in English and French

Strong analytical and troubleshooting skills

Proficiency in Microsoft Office

Familiarity with Agile methodologies

Experience with service desk tools

Knowledge of automotive financing processes

Education

Bachelor's degree or relevant work experience

Tools

Tealeaf

XML/HTML

Job description

The Team Lead, Level II Operations (Canada) position takes on additional responsibilities beyond their role as a Level II Analyst. This person will assist the Level 2 team and dealers with their designated products and act as the second level of support (Subject Matter Expert) in troubleshooting product-related issues.

The Lead is responsible for ensuring their team adheres to established SLAs, follows up, and closes all issues and tickets related to their designated product suite. This role requires exceptional communication skills, a calm demeanor to focus and direct solutions, strong analytical abilities, and meticulous attention to detail and follow-through.

Job Responsibilities

• Manage and monitor support Canadian ticket queues by assigning tickets to teammates and following up on troubleshooting and resolution methods, aiming to maximize ticket throughput daily.
• Monitor ticket aging, identify delays, and lead efforts to resolve blocking issues.
• Collaborate with the Support Manager and stakeholders to identify gaps in the Canadian Level 2 Support model and suggest improvements.
• Work with other Team Leads to meet departmental metrics and goals, and report on customer service performance metrics monthly.
• Participate in meetings related to product sprints, releases, and support tool enhancements, and communicate updates to the team.
• Report on ticket statistics and trends to assist in training and knowledge sharing.
• Mentor, support, and coach team members.
• Serve as the main point of contact for dealers during the support ticket process, facilitating communication and resolution.
• Act as the subject matter expert for RouteOne's Canadian Product suite, supporting and coaching team members.
• Handle incoming calls in English and French (preferably Quebecois), creating clear support tickets.
• Interact with broader teams to resolve issues and ensure high-quality service.
• Contribute to continuous improvement initiatives and update support knowledge bases.
• Assist in onboarding new hires.
• Manage staff performance, including setting objectives, providing support, and conducting assessments.
• Participate in release reviews and maintain safety, security, and privacy standards.
• Attend company/department events or meetings as required.
• Perform other duties as assigned.

Knowledge

• Bilingual in English and French (preferably Quebecois).
• Strong knowledge of automotive financing processes.
• Knowledge of RouteOne or similar software applications.

Skills

• Proficiency in Microsoft Office and experience with service desk and call center tools.
• Familiarity with Agile methodologies and analytics tools like Tealeaf is preferred.
• Experience with XML/HTML is a plus.

Abilities

• Strong analytical and troubleshooting skills.
• Ability to analyze data, identify trends, and develop insights.
• Effective team collaboration, critical thinking, and adaptability.
• Self-motivated learner with excellent communication skills.
• Time management and multi-tasking abilities.
• Ability to mentor and motivate team members.
• Willingness to participate in on-call rotations and after-hours work.

Other Essential Requirements

• Bachelor's degree or relevant work experience.
• At least 5 years' experience in support or operations roles.
• Over 2 years' experience in a team lead or supervisory role.
• Experience leading or participating in project teams.
• Demonstrated career progression at RouteOne or previous roles.