Team Lead, Admin Support - Kitchener, Canada - D2L

D2L

Verified Company

Kitchener, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

D2L is a cloud company that is modernizing education and building the Future of Work.

The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners.

And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 20 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.

Job Summary:

The Team Lead for Admin Support helps ensure our Admin Support team has the necessary policies, processes, and knowledge to deliver an exceptional customer support experience.

This multi-faceted role focuses on managing and improving all key operational components of the Admin Support business.

How Will I Make an Impact?

Functional Responsibilities

Participate in managing the daily operation of the Admin Support team
Identify and address gaps in live channel (Chat & Phone) and schedule coverage
Network with various internal teams to drive solutions and meet client expectations
Displays initiative and creativity required to resolve problems / develop recommendations
Create and Analyze reports to help drive recommendations aimed at optimizing Admin Support performance, processes, and systems
Concurrently manage multiple projects to continuously improve the Admin Support business within one or more of the following key operational components:
Quality control
Documentation and localization
Training, coaching, and upskilling of all staff
Operational/Service Level management
Data analysis and reporting
Client management
Assist in managing client escalations, providing necessary feedback and coaching to team members
Assist in additional tasks as delegated by Senior Leadership

People Leadership Responsibilities

Lead a team of Support Analysts at various levels
Conduct regular meetings with your direct reports where you coach and provide opportunities to grow their skills, provide career path opportunities, give regular feedback and create a collaborative and open environment
Promote an effective team environment and serve as a advisor for your functional team, through mentoring and sharing professional/technical experience with team members.
Frequently engage in coaching sessions with peers, leaders and team members to ensure KPIs are being met
Collaborate through crossfunctional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
Work with management to drive productivity, efficiency, and hold team accountable for high quality outcomes
Collect, summarize, and share team activities, metrics, and other information on regular basis
Participate in oncall rotation
Assist in additional tasks as delegated by Senior Leadership

What you'll bring to the role:

You have a strong technical knowledge of web-based support and can effectively enable team members to support clients across all segments.

You can proactively and reactively identify and solve a diverse scope of complex challenges.

You have successfully demonstrated the ability to drive key initiatives in order to achieve specific KPI goals, both for specific operational components of the business and for an overall support program.

Practical project managements skills to manage initiatives from beginning to end
Proficient knowledge of Microsoft Office products for the purposes of completing various initiatives
Knowledge of current webbased technologies, infrastructure, and concepts
Strong Customer service, communication, collaboration and analytical skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member
Attention to detail, organizational and time management skills are essential in order to accurately assess complex situations, drive solutions, and balance conflicting priorities in a fastpaced environment
Conflict resolution and problemsolving skills are required to effectively deal with customers in crisis
Leverages effective communication skills to accurately and concisely deliver information, provide feedback, and garner support for their initiatives
Strong understanding of troubleshooting methodology
Experience leading, coaching or mentoring a technical team is an asset
Experience or familiarity with Brightspace or other L