GENERAL DESCRIPTION OF POSITION
The NCC Team Lead will provide direct support, training, and development to NCC Agents while modeling the Murphy USA's core competencies and principles. This position will provide backup when there is call abundance and be the immediate point of escalation. At times, this will include tracking repeated phone calls, many of which are emergencies and include down sites. The Team Lead will provide a high sense of urgency and support for first contact resolution. The Team Lead provides detailed assistance by working with agents to assist sites and vendors in resolving issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Monitor inbound calls, directing resources to maximize efficiency.
2. Answer calls from Sites and Vendors, analyze issues, instruct callers on solution or escalate to vendor or appropriate department.
3. Follow up on accurate and timely ticket resolution.
4. Complete daily ticket reviews.
5. Use daily, weekly and monthly NCC reports to achieve NCC goals.
6. Develop unique solutions to highly complicated problems.
7. Follow up on escalated issues.
8. Determine when necessity dictates overriding assigned vendor protocol.
9. Approve NTE's within prescribed limits.
10. Provide escalated point of contact for field, other departments and vendors.
11. Provide timely analysis of technical issues.
12. Interact with operations/store personnel to resolve issues.
13. Report all issues in a timely manner.
14. Provide regular performance feedback to supervisor.
15. Address agent's concerns and complaints. Escalate when necessary.
16. Recognize and reward employee performance.
17. Reinforce Quality Assurance initiatives such as Quality Development, Training and recognize coaching opportunities.
18. Maintain good working relationship with peers, other departments and vendors.
19. Act as supervisor on duty.
20. Provide support to the department through an on-call rotating assignment.
21. Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
