Manages the daily activities of at least one TLM Client Services team in support of multiple time and attendance products. May also oversee administrative personnel (overflow operators, administrative assistants, etc.). Establishes and communicates clearly defined team and individual goals and objectives. Provides periodic performance feedback against these objectives including an annual performance appraisal. Analyzes team performance metrics and reallocates work in order to achieve desired telephone, quality, and productivity metrics. Participates in the decision-making process with regard to client support/installation processes and procedures. Determines associates' training needs and ensures the timely and effective training of associates. Reviews and approves team reports and submits to senior management according to schedule.
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Over 3 Years, Up to 5 Years of Directly Related Experience At least 1 year of experience in a senior or technical support role in TLM Implementation or Client Services, or equivalent related experience. Bachelor's Degree or its equivalent in education and experience with a Major Area of Concentration in Technology, CS or related discipline.
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