Team Leader - Tech Support

Job Summary

The Team Lead is responsible for leading frontline teams to achieve operational targets, deliver exceptional customer experiences, and foster employee development. This role serves as a critical link between frontline operations and management, ensuring alignment with Lenovo's customer-first philosophy, business objectives, quality standards, and productivity goals.

The Team Lead provides day-to-day leadership, coaching, and performance management while supporting operational excellence, workforce planning, employee engagement, and continuous improvement initiatives.

Key Responsibilities

Leadership & Team Management

• Lead, motivate, and develop frontline employees to achieve operational and customer service objectives.
• Serve as the primary point of contact for employees and provide guidance in the absence of management.
• Foster a positive, high-performance culture focused on accountability, collaboration, and customer satisfaction.
• Drive employee engagement and team-building initiatives.

Coaching & Employee Development

• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Create and execute individual development plans to enhance employee capabilities.
• Identify skill gaps and coordinate training, cross-training, and upskilling opportunities.
• Mentor team members and support their professional growth.

Operational Management

• Manage daily operations to ensure service levels, productivity, attendance, and quality expectations are achieved.
• Monitor workflow and staffing requirements while partnering with Workforce Management and Operations teams.
• Ensure compliance with Lenovo policies, processes, and operational standards.
• Support recruitment, onboarding, and training activities for new hires.

Performance Management & Reporting

• Monitor and analyze key performance indicators (KPIs), productivity, quality, and customer satisfaction metrics.
• Generate and communicate performance reports to leadership and stakeholders.
• Identify performance trends and implement action plans to improve results.
• Drive accountability and ensure achievement of operational targets.

Customer Experience & Escalation Management

• Support the resolution of customer escalations and complex issues.
• Ensure consistent delivery of high-quality customer service and technical support.
• Provide guidance to team members on customer interactions and issue resolution.
• Promote a customer-centric culture that prioritizes satisfaction and loyalty.

Continuous Improvement

• Participate in process improvement initiatives and operational excellence projects.
• Recommend and implement solutions to improve efficiency, quality, and overall performance.
• Collaborate with cross-functional teams on business and customer support initiatives.
• Support organizational change management activities when required.

Required Qualifications

Education

• High School Diploma or equivalent required.
• Associate's Degree or Bachelor's Degree preferred.

Experience

• Minimum 1-3 years of experience in a Team Lead, Supervisor, Senior Support, or similar leadership role.
• Previous experience in a contact center, customer service, technical support, or operations environment preferred.
• Experience managing performance, quality, productivity, and customer satisfaction metrics.
• Experience coaching and developing employees to achieve performance goals.

Language Requirements

• Fluent Spanish required.
• English proficiency preferred.

All your information will be kept confidential according to EEO guidelines.