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Infor · 3 weeks ago

Team Lead, Support Operations

Alpharetta, GA

Full-time

Onsite

Senior Level

Infor is a global leader in business cloud software products, and they are seeking a Support Operations Team Lead to oversee Product Support Analysts for Department of Defense customers. This role involves managing the team’s day-to-day activities, ensuring productivity and quality standards, and assisting with complex customer inquiries.

Information and Communications Technology (ICT)Information ServicesManufacturingSoftware

Work & Life Balance

No H1B

U.S. Citizen Only

Responsibilities

Supervise and/or coordinates activities for a team of Support Analysts to ensure attainment of productivity and quality standards

Establish and organize work schedules including vacations and holidays to ensure adequate coverage

Monitor call and chat volume for team and help balance analyst’s workload

Monitor backlog and resolution time of issues to ensure adherence and compliance with Global Support Procedures

Provide input/recommendations on performance reviews, hiring decisions, discipline, training and development initiatives

Act as backup to the Manager of Support Operations as required

Assist Product Support Analysts with resolution of the most complex customer questions or problems in the areas of system configurations/setup, product functionality and bugs/enhancements

Responsible for meeting established customer satisfactions ratings and other KPIs