Primary Responsibilities: 
•    Ensures team is adequately trained and competent to deliver real-time system support and guidance within agreed upon service level agreements. 
•    Takes ownership of issues, communicates progress and maintain relationships with the reporting team.
•    Conducts and facilitate regular one-on-one meetings with team members. 
•    Performs end-user system training and guidance as needed. 
•    Generates and distribute weekly/monthly status reports. 
•    Maintain regular touch points with designated point of contacts.  

•    Possesses minimum 2 year Team Lead experience in a call center (or similar) environment. 
•    Demonstrated experience with bug tracking and ticketing software. 
•    Possess analytical and process improvement experience. 
•    Have strong understanding of software development life-cycle (SDLC). 
•    Proficient with the following industry-standard computer software 
•    Excellent understanding of web portals and popular internet browsers 

Good to Have
•    Ready to travel to US/Canada (20% – 30%). 
•    Updated and proper travel documentation. 
•    Uphold business and personal integrity. 
•    Responsibility and Availability.