Team Lead - Support

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role. 

About TCP (TimeClock Plus)

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook. 

As a Support Team Lead You Will

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• In conjunction with the Quality Control team, provides statistical and performance feedback and coaching on a regular basis to each team member.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Collaborate with the management team to develop and adjust schedules to ensure adequate staffing.
• Handle escalation life cycle to ensure escalations are routed properly and in a timely manner until resolution.
• Provide advanced internal trainings and knowledge base articles for the team.
• Perform other duties as assigned.
  
  

You are a strong fit for this role if you have:

• Bachelor’s degree in Business, MIS, or related field or equivalent experience preferred but not required.
• 1+ years of managing people in a customer support/service environment preferred.
• Ability to multi-task, work under pressure, and meet tight deadlines.
• High level of strategic thinking to overcome problems.
• Strong ability to communicate clearly and concisely.
• Strong interpersonal and relationship skills.
• A high level of customer empathy.
• Strong ability to prioritize workload of self and others.
• Ability to demonstrate adaptability and flexibility in work products.
• Ability to remain professional when under severe pressure.
• Sound decision-making and judgment.
• Strong ability to prioritize and manage escalated issues.
• Accountable and results-focused.
• Displays core values when working with customers and peers.
• Ability to create and deliver advanced product training.
• Strong email etiquette and grammar.
• Ability to provide people with development skills.
• Ability to identify and work with interdepartmental resources.
• Strong knowledge of Tier 1 and 2 technical competencies.
• Can identify and understand software bugs and issues.
• Understanding of module requirements and development processes.
• Understanding of triage and portfolio processes.
  
  

Benefits

• Competitive salary
• PTO and Sick leaves
• In-Patient Health insurance
• Provident fund and EOBI
• The work/life setup you need to be successful.
• A creative, collaborative, supportive environment that gives you the autonomy to explore new ideas, grow your skill set and create outstanding results
• The chance to make a genuine impact on the company’s growth
• Plenty of challenging work and the opportunity to stretch yourself
• The opportunity to work with amazing talent in a fast-growing company that really values their team
  
  

TCP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.