Team Lead

Job DescriptionExpect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role. Position Overview As the Team Lead for Diebold Nixdorf Incident Management (IM), you will be responsible for a dedicated area within IM, ensuring timely and high-quality delivery of services, as well as providing continuous improvements with your area of responsibility. The position monitors daily contact traffic, reporting and assisting supervisors with adjusting workload and/or staffing in order to meet/exceed specific service objectives. This position will include evening and weekend hours. You are responsible for Assist Incident Handlers in assigning and prioritizing calls using business logic to achieve SLAsProactive management of calls in jeopardy, calls needing updated or reassignedMonitors daily open call reports for designated areaParticipate in conference calls as required.Organize and lead monthly team meetings with Incident HandlersProviding support to Field Service Teams via phone and emailInterface with Internal Account teams focusing on SLA and regional customersProactively suggest solutions to Supervisors when area specific problems occurEnsure a safe and harmonious working environment for all other team members and delegate duties to all team members.Motivate Incident Handlers in assigned area to deliver their best customer service.Participate in daily group chats and emails to assess call volume and priorities.Assists Supervisors with pulling and grading Incident Handler monthly metrics to ensure quality of workSupport continuous improvement processes in designated area as assigned by Incident Management SupervisorsAssisting Supervisors with adjusting workload and/or staffing in order to meet/exceed specific service objectives.Assist Incident Handlers in daily tasks involving scheduling, escalations, messages and phone calls when neededEffectively communicating business changes to Incident Handlers in designated areaBeing flexible to accommodate new departmental policies and proceduresAbility to adapt and support departmental and business changes to fellow Team Leads and Incident HandlersWorking with a sense of urgency to ensure timely and high-quality delivery of servicesEscalate any service call issues and concerns to appropriate Field Management.Identifying current or potential I.T. related system issues and taking necessary actions to notify appropriate parties for immediate resolutionReceiving inbound customer escalation calls and working quickly to resolve immediate concern of service issueQualifications 2 years in operations center or customer service related experienceProficient intermediate computer hardware, software and Internet/web based application knowledgePast leadership and customer service skills preferredPast organizational, interpersonal, team building and communication skills preferredAbility to build appropriate rapport with constructive and effective relationshipsDemonstrates a passion for the business that is reflected in dedication and a "can-do" attitude.Ability of individuals to filter through distractions to focus their energy on the most critical-to-success priorities of the business.Ability to proactively provide recommendations to common business problemsAbility to assess the problem and its impactAbility to work cooperatively with others