Team Leader – Technical Support (Swedish Language Required) – (104184)

The Team Leader Technical Support Operations is responsible for the day-to-day supervision of a group of technical associates. This position manages technical service-related operations and ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

 

Essential Functions/Core Responsibilities

 

• Supervision of a group of technical call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.

• Supporting, coaching, developing, and supervising a team of technical support associate

• Manage technical service-related operations, identity potential problems, technical gaps, and gaps with trouble shooting and problem solving

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

• Communicate expectations to employees and provide timely update

• Provide subject matter expertise in handling escalated customer calls as needed

• Promote the Convergys values through both behavior and attitude, including being an advocate for your team members

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training

• Promote the Convergys values through both behavior and attitude, including being an advocate for your team members

• Experience managing a team within the call centre industry

• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

• Work well under pressure and follow through on items to completion

• Strong communication skills, both written and verbal (Swedish & English)

• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

• Ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule

• Knowledge of Dell Processes / Products / Tools is preferred

Wed, 30 Jan 2019 12:12:07 +0100

Netherlands North Holland

Concentrix
To negotiate
Permanent
Team Leader
Language/ English, Swedish

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