The ICAN Team Lead acts as a key member of the ICAN Leadership team, working in partnership with the ICAN Supervisor to ensure proper level of service is being delivered and is done so in a timely manner per established departmental processes, goals and objectives. The incumbent supports management in training and development as required and serves as a resource supporting inquiries and call escalations.
Clarifies procedures, fields general questions, assists with troubleshooting requests, and reviews ICAN support group work for quality and guideline compliance.
Provide daily direction and communication to co-workers so that requests and calls are addressed in a timely, efficient and knowledgeable manner.
Addresses and researches escalated issues raised by internal and external partners, ultimately making decisions and/or recommendations in ICAN.
Works with their leadership team to ensure coverage is adequate during operational hours.
Regularly assesses transactional processes and procedures. Suggests methods to improve area operations, efficiency and service to both internal and external customers.
Compiles and shares detailed reports related to team productivity, mission critical objectives, and vendor specific information.
Provides encouragement to team members, including reinforcement of team goals and identifies areas for new training or skill checks.
Monitors internal tools leveraged by team to ensure productivity is maintained, communicates service level issues, works with internal support teams to troubleshoot and resolve system failures/outages.
Works with management to assist in ongoing job specific development of team. Facilitates new co-worker on-boarding and training.
Maintains open communication with direct Supervisor to address any issues requiring additional management intervention. Escalates issues when appropriate.
Acts as key ICAN Vendor Contact related to transactional matters involving vendor tools, processes and proprietary access management.
Supports execution and development of departmental strategies to increase productivity and provide greater levels of service.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Assist team with workload as the business requires.
Lead by example. Model the guidelines set forth in the CDW Way and follow all CDW policies and procedures.
High School Diploma or equivalent.
2 years of customer service experience
Other Required Qualifications
Detail oriented with strong organizational skills.
Intermediate to advanced computer skills (Microsoft Applications, and general use of office equipment, e.g. mouse, keyboard).
Creates an approachable, friendly environment with coworkers.
Creative problem solving, conflict resolution and research skills to resolve issues.
Ability to handle multiple duties throughout the day.
Ability to work in a fast-paced environment. This department requires timely resolutions, as customer issues must be resolved quickly and efficiently.
Excellent typing and data entry skills.
Must be able to work independently and in a team-oriented environment.
Flexibility to work different shifts as needed (7-4, 8-5, 9-6, or 10-7).
Ability to communicate effectively in a constructive manner with management, peers and coworkers.
Prior Leadership related experience
Training and development background
Extensive knowledge of ICAN department