Workforce Management Team Lead
Core
Lead a technical support team specializing in workforce management solutions, combining people leadership with hands-on troubleshooting and scripting.
Role type
Senior IC technical support team lead (workforce management)
Builds
Workforce management software solutions, time and attendance systems, and custom scripting for customers
Domain
Workforce management / Time and attendance technology
Required skills
Team leadership, technical troubleshooting, scripting, Salesforce Service Cloud, API integration, defect investigation, process improvement, performance reporting, cross-functional coordination
Preferred skills
C# programming, time-clock hardware knowledge, SaaS platforms, scheduling/leave tracking, payroll integrations, specific workforce management platforms
Technologies
Salesforce Service Cloud, C#, APIs, time-clock hardware, SaaS platforms
Responsibilities
Lead and coach a technical support team, manage complex customer escalations, troubleshoot software and hardware issues, develop custom scripts, triage software defects, improve case quality in Salesforce, and monitor service levels via dashboards
Seniority
Senior, hands-on IC with leadership responsibilities