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

Vai al sito

Potrebbero interessarti

French Customer Support Specialist – (104231... French Customer Support Specialist Voxpro is an award winning outsourcing organisation. Our family values make this a great place to work. The conne...
IT Inside Sales with Dutch (Belgian market) –... Our client is a company leader in the technology sector, always looking for improvements and innovation and relying on an international and dynamic te...
Customer Specialist in Airline Business with Germa... We are professional, transparent and fun to be with. We are BlueLink International CZ. Our company belongs to Air France-KLM group and our major task ...
Customer Support Agent – Belfast (Relocation... **RELOCATION OFFERED** With experience spanning over 40 years and a presence in 25 countries, this market leading company in business services is loo...