layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Escalated Team Lead- Tech (Internal) at External Only | Blueprint Technologies | LAYIQ

Manage the assigned team’s daily operations under the direction of the Operations Lead or Senior Operations Lead.
Check in with team members and review timecards, attendance, schedule adherence, Ticketmaster feedback, and nonproductive time each day.
Monitor workflow changes, adjust team priorities as needed, and communicate updates promptly.
Review performance data and operational metrics daily, including dashboards, agent action reports, and ticket-level findings.
Identify performance trends, data discrepancies, and opportunities for improvement.
Partner with the Operations Lead to address performance concerns and involve the Senior Operations Lead or Human Resources when additional coaching, performance management, or corrective action may be required.
Set clear goals and performance expectations while providing employees with regular coaching, guidance, and support.
Proactively address employee concerns, client concerns, and other operational issues while maintaining appropriate documentation and leadership visibility.
Support the onboarding and training of new and transferred employees through their initial ramp-up period.
Maintain a consistent leadership presence for onsite and remote employees through regular onsite attendance and timely communication by email, Microsoft Teams, and other established channels.
Lead daily team huddles, individual employee meetings, and job-shadowing sessions when needed.
Document relevant meeting notes, coaching conversations, and follow-up actions in PAM to reinforce accountability and support continuous improvement.
Prepare and deliver timely annual performance reviews using fair, consistent, and professional feedback.
Complete two hours of ticket work each day, or four hours for Team Leads working a four-day, 10-hour schedule, to maintain subject-matter expertise.
Support engagement initiatives and efforts to improve the customer and employee experience.
Communicate organizational and operational changes in alignment with engagement leadership.
Follow and reinforce Blueprint policies, procedures, processes, and core values.
Complete additional duties and projects as assigned.

Escalated Team Lead- Tech (Internal)

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