Team Lead

Company: Icon Identity Solutions
Location: Mentor
Posted on: June 6, 2021

Job Description:

Overview

The Team Lead roles provides quality customer service by being the first point of contact at the escalation process after the department Program Manager (PM). Mentor, develop and train the team members at the ticket level and application management on an account-by-account basis. Encourage and empower the department PMs to have ownership of the entire process.

Our Exceptional Benefits Plan includes:

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Wellness Screenings
• Life Insurance
• 401k
• Short/Long Term Disability
• Generous Paid Time Off program
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program (Non-Union employees), and Various employee discount offerings from our Vendors

Summary: Stratus is one of the nation's largest brand implementation companies. We are made up of 700+ employees nationwide who roll up their sleeves, dive into the details and bring our clients' brands to life! We deliver versatile solutions for some of the nation's largest and most recognized brands. From signage to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

Responsibilities

• Support roll out of policy and procedure manual through data analysis with ADM and Director of Energy Services
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Onboarding and training in conjunction with the Stratus training process of new employees. Work with PDM to create the new hire schedule. This includes scheduling all of the meetings with the internal departments that are pertinent to the department PM's role.
• Responsible to ensure the department PMs are knowledgeable of the specific customer expectations and project management requirements. Training and development of team as required at the application and account level. Working with the Director/PDM to conduct quarterly refresh training on an account level.
• Participate in creating and maintaining SOP for each customer on their respective team. Update and circulate as required, and periodically review each and make sure all of the data is current
• Conduct weekly work order reviews for each PM in a designated team
• Assist the Director and ADM in conducting the kickoff meetings with the customer and team once a project/program has been approved
• Enforce KPIs of PM Team to meet customer deadlines, including proposals and project completions
• Partner with ADM to assign WOs and manage invoicing/closeouts daily
• Conduct work order and performance reviews for each PM in a designated team during weekly oneonone meetings
• Daily management of target date approvals, overdue tasks and phase SLAs
• A/R follow up Operations Driven
• Address FP escalated issues (beyond the PM) on customer issues for assigned clients
• Manage projects and programs (work orders) 25%50% of standard workload
• Ensure accurate data in customer/Google trackers daily ensure 3rd party systems are updated daily
• Participate in Margin Erosion Analysis, PO cancellations and WO cancellations. Review and approve proposals
• Ensure invoicing distribution is even throughout the month and we are meeting forecast expectations
• Report any internal or external conflicts to the Director and ADM with resolution action plan
• Take phone calls during evenings and weekends as needed; this includes technicians at job sites needing instruction as well as any urgent issues that arise.
• Handle multiple requests simultaneously
• Participate in problem-solving, research, and quality control of activities described above
• Participate in peer interview program and mentoring of new employees
• Occasional travel (less than 10%) to meet with clients

Qualifications

Skills

• Advanced use of Excel and other MS Office programs
• Ability to prioritize jobs based on urgency, customer expectations, importance
• Willingness to assist others within the department to ensure all work is completed in a timely manner
• Demonstrated ability to facilitate classroom training
• Customer service skills
• Ability to maintain calm and focused under strict deadline and multi-tasking environments
• Good communication skills
• Organizational skills

Education & Experience

• Program or Project Management experience required
• High School graduate or equivalent required
• College degree preferred

eeo/mfdv

Keywords: Icon Identity Solutions, Mentor , Team Lead, Other , Mentor, Ohio