Team Lead Program

The Lead Program Coordinator leads the team and provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. Responsible for addressing and communicating ongoing issues through the appropriate escalation process and 
providing timely feedback and responses to the end users. Responsible for case review, entry and maintenance through the use of VMS technology. The Program Coordinator Lead must work with all parties for problem resolution, and must provide a professional response and exhibit strong customer service orientation when 
dealing with all partners. Takes responsibility for supervising the team to ensure work is managed in an efficient, effective and timely manner while meeting/exceeding SLA’s. Works under general supervision

GENERAL RESPONSIBILITIES:
• Leads by example, responds and answers inbound telephone calls and email correspondence in a 
timely manner/according to SLA’s within a service delivery center that provides support to Managed 
Service Provider (MSP) Programs.
• Uses working knowledge of various supported Vendor Management Software to troubleshoot issues. 
• Uses standardized situational responses and processes to resolve customer issues for consistency but 
tailors appropriate response based on the situation to ensure the best possible level of service is 
delivered.
• Documents and escalates all contacts reported by users following Customer Support standard 
operating procedure. Resolves escalated customer issues that are not being solved by team or where 
customer escalates.
• Maintains and continually increases knowledge of supported software solutions and customer business 
processes.
• Maintains thorough and accurate documentation on any end user interactions.
• Pulls, prepares and checks reports for operational monitoring.
• Acquires knowledge through issue analysis, testing, and working with higher level support departments 
and aids in development and sharing of best practices. Makes recommendations to improve 
efficiencies to drive reduction of repeat calls/emails.
• Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. 
Escalates such issues according to standard escalation process.
• Monitor/audit and evaluate the case performance of team members and provide them with feedback 
and coach where necessary in order to achieve/exceed SLA’s.
• Monitors execution of Program Coordinator responsibilities/assigned tasks, ensuring program is 
achieving/exceeding predetermined company targets and SLA’s. 
• Provides on-going training to team as individual professional and/or business needs dictate. Assists 
with training of new team members on standards and practices so that required tasks, both existing 
and future, can be effectively executed.
• Supports the Program Manager with new hire screening and on-boarding

Posting date: 06-05-2026