VE- Accounts Team Lead (Internal)

Who is Blueprint?

Blueprint is a technology company that focuses on digital transformation. We specialize in cloud and infrastructure, data platform and engineering, data science and analytics, organizational modernization and customer experience optimization.  We have a nationwide presence with offices across multiple regions and we serve customers in multiple industry verticals.

Why Blueprint?

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, 401k, paid volunteer hours and tuition reimbursement.

What will I be doing?

(Internal Candidates Only – Job Description not to be shared externally)

Blueprint is looking for an Accounts Team Lead to join us as we build cutting-edge technology solutions! We are looking for well-organized contact center leadership professional. The Team Lead directly impacts the success of the engagement by managing team members to maximize the productivity and quality of services provided to the client and their customers.

Supervisory Responsibilities:

• Contribute to the Blueprint vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork
• Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching
• Help onboard and train new staff
• Provide guidance to agents on a weekly basis through regular 1:1’s and review of their performance matrix in proprietary tools
• Ensure departmental standards regarding customer experience are met by regularly monitoring performance metrics to provide feedback or coaching.
• Be the conduit between the agents and the OPMs escalating issues as appropriate and ensuring alignment and understanding to leadership direction
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
• Timely follow up on employee issues, including performance management.
• Ensure teams timecards are accurately completed and submitted by payroll deadlines
• Participate semi-monthly in team huddles
• Develop staff to be more effective in their roles by providing feedback, on-going coaching and on-the-job training.
• Provide input on performance review
• Follows established coaching and progressive disciplinary actions in partnership with the SR Tls and OPMs
• Other duties as assigned

Duties/Responsibilities:

• Oversees the daily workflow of the assigned area
• Execute timely management of the TL checklist
• Provide input where applicable into SOPs to promote engagement excellence
• Own the cascading of business communication to the agents. Ensuring direction, intent and messaging are aligned and implemented across their organization
• Make recommendations to help initiate changes to enhances business operations
• Troubleshoot and resolve customer and client inquires
• Executes the workflows, processes, procedures and reporting requirements across engagement projects.
• Regular update engagement management tools (i.e. PAM Tool Entry, and Reports) in accordance to engagement expectations
• Identify trends to Sr Tls/OPM’s as needed
• Regular communication with Sr Tls/OPMs on project stat
• risk and change control
• Assist in the ticket queues on an as needed
• Performs other related duties as assigned

Education and Experience:

• High school diploma or equivalent
• 2+ years related experience required
• Previous Accounts experience
• Gaming experience preferred
• Must be meeting or exceeding all performance expectations of the current role. No performance issues within the last 6 months

Required Skills/Abilities:

• Ability to manage and motivate employees within a team environment
• Strong supervisory and leadership skills
• Ability to work as part of a team and independently
• Excellent verbal, written communication, interpersonal and customer service skills
• Excellent analytical, organizational and problem-solving skills
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to prioritize tasks and to delegate them when appropriate. Ability to function well in a high-paced, metric driven and at times ambiguous and stressful environment.
• Proficient with Microsoft Office Suite or related software
• Ability to prioritize workloads across a team
• Ability to work under pressure
• Has high attention to detail to ensure performance standards are maintained

Preferred Qualifications:

• Knowledge of Accounts tickets
• Strong Ability to maintain client productivity standards
• Ability to troubleshoot Accounts ticket issues independently and as a collective
• Experience in improving agent/team performance through effective coaching

FLSA - Job Classification: Exempt - Salary, Full Time Position

Location: Bellevue, WA