This job has expired, please see additional jobs below
C2-Supervisor Customer Service Technical Support
Pearson
Ontario North York, , Canada
Job Details - this job has expired, please see similar jobs below
Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The Pearson Helpdesk Team Lead will oversee a group of Helpdesk Specialists ensuring that clients receive the appropriate assistance and agents receive exceptional support, guidance, coaching, and motivation required ensuring department metrics are met. The Team Lead serves as the first line of assistance for Helpdesk Specialists and is the communication link between the Team and Helpdesk Manager. The Team Lead will provide consistent and clear directives to uphold standards and expectations set by management.
Qualifications
• Excellent communication (written and oral), presentation, planning and organizational skills.
• Proven organizational skills and the ability to successfully handle multiple initiatives
• Strong written and verbal communication skills
• Knowledge of customer service techniques, workflow management and continuous process improvement
• Exceptional time management skills.
• Innovative
• Ability to manage multiple tasks and projects.
• Ability to identify and propose new tasks and procedures.
• Minimum of two (2) years experience in customer facing role.
• Working experience in a vocational or academic organization is an asset.
• Able to make decisions with a proven track record of decision making.
• Bachelor’s Degree an asset