No backup. Team Leads at NTT Data (and Dell before the services division was sold to NTT Data) can expect to not have any backing from management. They are expected to control teams that are sometimes are large as 40 people, but management won't provide any help.
What I mean by this is you can't write anyone up, you are supposed to be a coach. You are required to do regular coaching with agents when they fail to do things correctly (like hit metrics), however management will say something like "well go let so and so know that if that doesn't change, they are going to talk to me."
So you do the coaching session, the behavior doesn't change, you let management know, and they tell you again, to let them know the next conversation is going to be with management. They do this over and over again. It is a stupid cycle. Eventually, you will do what I did and start ignoring things that you can't fix because the people above you won't support you.
It's embarrassing to tell agents the same vague, not enforced threats over and over again.
Then, to really emphasis lack of leadership, you will get griped out for agent behavior that you can't correct because they won't follow up.
Don't bother going up the chain either, upper management will just act like you are a whiner and your boss will then take it out on you.
What I am saying is if you don't want to get so stressed out you have health problems, do something else.
Oh and you'll be on call 24 hours a day, 365 days a year, 366 on leap years. What is really amazing is there is a night team lead who seems to do nothing but play video games, but you will still get called at 3 AM. God help you if you miss a call too. I missed one during a tornado once. I had to put up with my boss being a jerk for weeks after that.
