Stefanini Group
Details:
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Create a cohesive team environment through consistent management Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned Perform root cause analysis and identify opportunities to improve efficiencies Ensure direct reports meet their goals and follow departmental processes Responsible for day to day operations of Service Desk Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client Team Leader - Expectations
The following Roles and Responsibilities are not an exhaustive list but instead are typical expectations of a Field Services TL. The tasks and duties may vary from client to client or even site-to-site within the same client.
General Roles and Responsibilities Be familiar with and adhere to the policies in the applicable Stefanini employee handbook Ensure all employees are familiar with and follow the policies and procedures within the applicable Stefanini employee handbook(s) Complete action items/deliverables on time and without the need for reminders; reach out to the person(s) who assigned the action item in advance of the due date/time if it is going to be delayed. Ensure compliance with all applicable Stefanini and client processes and procedures Complete Stefanini's required training Complete client-specific training by the due dates Follow all local and global safety requirements Define, assign, and track ongoing/ continual training for direct reports Adherence to client-specific/ site-specific dress code Attend and be an active participant in ITO Field Services team meetings Follow attendance expectations Alerting reporting manager to unscheduled absences Submitting timesheets and leave requests promptly Schedule leave requests for Personal Time Off/ Absence Leave in advance Complete inventory audits of Stefanini-managed client storage rooms, depots, etc. Participate in Stefanini and client-sponsored Service Improvement Plans Leverage Stefanini recognition programs to motivate and reward team members Encourage promotional opportunities for Stefanini's direct reports Take ownership, investigate, and follow up on escalations Coach, counsel, and discipline direct reports as needed Responsible for working with the reporting manager on staffing needs Follow onboarding and offboarding procedures when gaining or losing employees Communicate improvement suggestions to the reporting manager before implementing Ensure own and direct reports Stefanini skillsets, company assets, training records, etc. are kept up to date Create a cohesive team environment through consistent management I am In preparation for being out of the office Update calendar Update voicemail Send a meeting notice to the reporting manager, client(s), and employees Include contact information of designated backup(s) Set as an all-day event Set time as Free or other equivalent (to not block their calendars) Disable notifications Activate Email 'Out of Office' notification including the contact information of designated backup(s) Reassign deliverables Arrange for backup(s) to cover meetings Positively support Stefanini and our customers 100% of the time Daily Activities Provide management and oversight for each team member (temporary and permanent) Ensure workload is manageable and balanced between available employees Follow up on assigned tickets which have not been updated within the previous day Review each employee's previous day's productivity and follow up with those who did not meet daily expectations to understand why and address inhibitors Follow and ensure compliance with the Field Services Queue Management BBP Ensure the team's adherence to the Field Services Ticket Processing BBP Approve/ decline employee Paid Time Off/ Annual Leave requests within one business day Each instance of an unscheduled absence is assessed to determine year-to-date usage. Absences exceeding two (2) consecutive days and/or a year-to-date total of more than 32 hours are each reviewed with HR. Maintain open lines of communication with clients, team members & Stefanini Leadership. Employee conversations including expectations and/or performance are consistently followed up with documented meeting minutes and Employee Journal entries Monitor and action own email (Stefanini and client) and shared mailboxes Follow up on any open items from meetings, emails, or conversations Attend and participate in client and Stefanini meetings Disseminate metrics to team (SLAs, CSAT, volumes, etc.) where necessary and permitted Weekly Activities Create and maintain employee schedules (where applicable) Including on-call rotations Holiday/ PTO coverage Ensure technicians' work areas are neat and organized and meet 'clear-desk' standards Ensure on-call resource(s) is identified and available (where applicable) Bi-weekly/ Monthly Activities
Verify accurate timesheets are approved by the corporate-mandated due date/ time Host a minimum of monthly team meetings and post and/ or distribute meeting minutes Complete Scorecards in preparation for One-on-One meetings with technicians Complete the required number of Ticket Audits for each technician in preparation for One-on-One meetings and recognition program(s). Leadership will provide feedback and take appropriate actions with the FST based on audit results. Conduct a minimum of one (1) formal One-on-One meeting with each direct report (solid line and dotted line) and provide follow-up meeting minutes containing agreements, deliverables, action items, etc. as per BBP 10.06. Attend regional and global TL meeting Attend formal One-on-Ones with reporting manager Communicate the status of tasks to the reporting manager
Annual Activities
Annual Performance Reviews; Initiate the Self Evaluation for applicable Stefanini direct report(s) Ensure all applicable Stefanini direct reports complete their Self Evaluations Ensure that the annual performance review process is fully completed and closed out by the required deadline for each applicable direct report Complete your Self Evaluation Assist own reporting manager in reviewing (and adjusting if necessary) the annual performance objectives specific to the client and relevant to job roles Enter updated annual performance objectives into Stefanini's ePortal by the deadline Assist the reporting manager with the annual merit process as required/ requested
Job Requirements
Details:
High school diploma or equivalent required 2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminations Good interpersonal skills Excellent attention to detail and organization skills Effective time management and organizational skills Excellent verbal and written communication skills Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes
#LI-MA1
#LI-ONSITE
Pay Range:
$ 42.00 - $ 45.00
Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.
Create a cohesive team environment through consistent management Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assigned Perform root cause analysis and identify opportunities to improve efficiencies Ensure direct reports meet their goals and follow departmental processes Responsible for day to day operations of Service Desk Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client Team Leader - Expectations
The following Roles and Responsibilities are not an exhaustive list but instead are typical expectations of a Field Services TL. The tasks and duties may vary from client to client or even site-to-site within the same client.
General Roles and Responsibilities Be familiar with and adhere to the policies in the applicable Stefanini employee handbook Ensure all employees are familiar with and follow the policies and procedures within the applicable Stefanini employee handbook(s) Complete action items/deliverables on time and without the need for reminders; reach out to the person(s) who assigned the action item in advance of the due date/time if it is going to be delayed. Ensure compliance with all applicable Stefanini and client processes and procedures Complete Stefanini's required training Complete client-specific training by the due dates Follow all local and global safety requirements Define, assign, and track ongoing/ continual training for direct reports Adherence to client-specific/ site-specific dress code Attend and be an active participant in ITO Field Services team meetings Follow attendance expectations Alerting reporting manager to unscheduled absences Submitting timesheets and leave requests promptly Schedule leave requests for Personal Time Off/ Absence Leave in advance Complete inventory audits of Stefanini-managed client storage rooms, depots, etc. Participate in Stefanini and client-sponsored Service Improvement Plans Leverage Stefanini recognition programs to motivate and reward team members Encourage promotional opportunities for Stefanini's direct reports Take ownership, investigate, and follow up on escalations Coach, counsel, and discipline direct reports as needed Responsible for working with the reporting manager on staffing needs Follow onboarding and offboarding procedures when gaining or losing employees Communicate improvement suggestions to the reporting manager before implementing Ensure own and direct reports Stefanini skillsets, company assets, training records, etc. are kept up to date Create a cohesive team environment through consistent management I am In preparation for being out of the office Update calendar Update voicemail Send a meeting notice to the reporting manager, client(s), and employees Include contact information of designated backup(s) Set as an all-day event Set time as Free or other equivalent (to not block their calendars) Disable notifications Activate Email 'Out of Office' notification including the contact information of designated backup(s) Reassign deliverables Arrange for backup(s) to cover meetings Positively support Stefanini and our customers 100% of the time Daily Activities Provide management and oversight for each team member (temporary and permanent) Ensure workload is manageable and balanced between available employees Follow up on assigned tickets which have not been updated within the previous day Review each employee's previous day's productivity and follow up with those who did not meet daily expectations to understand why and address inhibitors Follow and ensure compliance with the Field Services Queue Management BBP Ensure the team's adherence to the Field Services Ticket Processing BBP Approve/ decline employee Paid Time Off/ Annual Leave requests within one business day Each instance of an unscheduled absence is assessed to determine year-to-date usage. Absences exceeding two (2) consecutive days and/or a year-to-date total of more than 32 hours are each reviewed with HR. Maintain open lines of communication with clients, team members & Stefanini Leadership. Employee conversations including expectations and/or performance are consistently followed up with documented meeting minutes and Employee Journal entries Monitor and action own email (Stefanini and client) and shared mailboxes Follow up on any open items from meetings, emails, or conversations Attend and participate in client and Stefanini meetings Disseminate metrics to team (SLAs, CSAT, volumes, etc.) where necessary and permitted Weekly Activities Create and maintain employee schedules (where applicable) Including on-call rotations Holiday/ PTO coverage Ensure technicians' work areas are neat and organized and meet 'clear-desk' standards Ensure on-call resource(s) is identified and available (where applicable) Bi-weekly/ Monthly Activities
Verify accurate timesheets are approved by the corporate-mandated due date/ time Host a minimum of monthly team meetings and post and/ or distribute meeting minutes Complete Scorecards in preparation for One-on-One meetings with technicians Complete the required number of Ticket Audits for each technician in preparation for One-on-One meetings and recognition program(s). Leadership will provide feedback and take appropriate actions with the FST based on audit results. Conduct a minimum of one (1) formal One-on-One meeting with each direct report (solid line and dotted line) and provide follow-up meeting minutes containing agreements, deliverables, action items, etc. as per BBP 10.06. Attend regional and global TL meeting Attend formal One-on-Ones with reporting manager Communicate the status of tasks to the reporting manager
Annual Activities
Annual Performance Reviews; Initiate the Self Evaluation for applicable Stefanini direct report(s) Ensure all applicable Stefanini direct reports complete their Self Evaluations Ensure that the annual performance review process is fully completed and closed out by the required deadline for each applicable direct report Complete your Self Evaluation Assist own reporting manager in reviewing (and adjusting if necessary) the annual performance objectives specific to the client and relevant to job roles Enter updated annual performance objectives into Stefanini's ePortal by the deadline Assist the reporting manager with the annual merit process as required/ requested
Job Requirements
Details:
High school diploma or equivalent required 2+ years of management experience including coaching, training, mentoring interviewing, hiring and terminations Good interpersonal skills Excellent attention to detail and organization skills Effective time management and organizational skills Excellent verbal and written communication skills Be a big-thinker, able to think strategically and ready to be and feel a part of the big picture Be flexible & adaptable in your understanding of client needs and goals to achieve successful outcomes
#LI-MA1
#LI-ONSITE
Pay Range:
$ 42.00 - $ 45.00