Digital Media Support Team Lead

Job Overview

Digital Media Support Team Lead oversees all activities of a team that operates on a technical support system to continually improve customer satisfaction and service quality. The primary role is to build and manage an effective team that can provide valuable customer support in a timely manner. Manages team goals, expectations, and outcomes on a daily, weekly and monthly basis. Conducts daily team meetings and has weekly client meetings to ensure quality and consistency across the team. Additionally, these meetings with the client are to ensure the team is meeting desired targets, where to shift metrics accordingly and propose new plans of improvement. Point of contact and liaison between the client and the team to communicate goals, improvements and any issues. Tracks the team’s performance as well as their individual performance and finds areas for improvement.

Key Responsibilities

• Meeting the targets: daily, weekly & monthly and call out reasons proactively for any deviations
• Meeting the demands & the asks of the client
• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operations
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide timely coaching
• Handle escalations
• Listen to team members’ feedback and resolve any issues or conflicts
• Seek out information to ensure we are constantly improving the user experience
• Identify gaps and areas for improvement in execution processes and propose improvement solutions
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities

Job Qualifications

• Excellent Communication Skills
• Demonstrated capacity for critical thinking and analysis
• Strong attention to detail
• Ability to identify and grow talent, lead, motivate and coach direct reportees
• Proven ability to establish and develop effective teams & manage their performance
• Proven ability to identify training needs and support development of programs
• High level of integrity as demonstrated personally and professionally
• Proven ability to coach in one-on-one and also in a team setting
• Able to adapt quickly to changes in workflow
• Proficient in conflict management
• Familiarity with project management
• Comfort communicating with all levels of management
• Excellent organizational skills and detail-oriented approach to problem solving

Additional Information:

• Working on public holidays and weekends (rotational)
• Shift Rotations (Morning: 7am-4pm ; Night: 11pm-8am)
• Working OT (if needed)