Loading... TEAM LEAD, CUSTOMER SUPPORTMAIN BUSINESS OBJECTIVES : The Team Lead, Customer Support, is responsible for ensuring Support Analysts are performing against targets, by reviewing their performance and coaching / training them.
The Team Lead will meet on a regular basis with the Department Manager, Technical Support to provide feedback on Support Analysts but also to receive instructions or actions regarding key deliverables.
The action items will be cascaded by the Team Lead to their Support Analysts on an individual level and the Team Lead is responsible for ensuring they are accomplished in required timeframes and to the required level of quality.
The Team Lead is responsible for keeping the Support Analysts informed of what is happening in the Contact Centre and of anything that may impact the Support Analysts in a proactive fashion.
The Team Lead may also be involved in the recruitment of new Support Analysts or any ad-hoc related projects for the Contact Centre.
ESSENTIAL DUTIES & RESPONSIBILITIES : Provide daily direction and communication to employees so that Customer and Technical Support calls, emails or live chat are resolved in a timely, efficient, and knowledgeable mannerComplete 3 hours per week of phone / email or live chat coverage as a TS Rep, to assist in service level coverage, staying relevant to the tools, processes, and product.
This allows for effective coaching and understanding of the TS Rep roleWork with the Department Manager to ensure service and targets, SLA’s and KPI’s are continually monitored, reviewed and that expectations are met with optimum levels of quality & service deliveryAssist in overseeing day-to-day operation (Floor Management, Disaster Recovery, Phone System Monitoring, Attendance Management)Provide leadership, development and coaching of Customer and Technical Support AnalystsActively engage and support the development of your team to ensure better performance and succession planningContribute to the design and implementation of Programs and Projects, which affect the Contact Centre and client experienceEnsure effective and consistent communication throughout the team, encourage feedback and customer insight t enhance the client experienceUse appropriate judgment in upward communication regarding department or employee concerns.
Support the Department Manager in reviewing management information and make suggestions, recommendations for improvements across the Technical Support TeamAssist Customers as required by leveraging our escalation process, and advocating on behalf of the client internally to drive resolution.
Create and maintain a high-quality work environment so team members are motivated to perform at their highest levelAssist in the daily operations of the Contact Center - including the development, analysis and implementation of staffing, training, scheduling and reward / recognition programs Hours of Operations : Our Technical Support Centre is a 7 / 24 / 365 operation (availability to work evenings, weekends as well as holidays is required) REQUIREMENTS & EXPERIENCE : 3+ years of Customer or Technical Support experience in a progressive role with increasing responsibility and a minimum of 1-year leadership experience.
Experience with web services and GPS DevicesFluent English required and professional proficiency in either Danish, Norwegian or Swedish.
Knowledge of Salesforce and Telecommunications Industry is an assetAbility to deescalate difficult and urgent client situations and to see issues through to resolutionDemonstrated ability to create processes and procedures to prevent future issues and to minimize overall case volume into the Contact CentreStrong Troubleshooting and computer acumenAn advocate for the customer, demonstrated experience and knowledge of customer service principles and practicesAbility to communicate effectively, to negotiate and influenceAbility to develop and sustain cooperative working relationships with internal and external stakeholdersIdeal candidates also demonstrate the following : Ability to speak and write clearly and accuratelyEffective listening skills and strong communication skillsWillingness to co-operate with others and work to the greater goodStrong work ethic-ability to work well as an individual as well as in a team-oriented environmentVersatility, quick thinking, and creativityAbility to execute well under pressure and be available outside of regular hours as requiredCOMPANY OVERVIEW : Established in 2000 in Toronto, Canada, Fleet Complete® is a leading global provider of mission critical connected technologies for fleet, asset, and mobile workforce-based businesses.
For over 20 years, Fleet Complete has been helping business owners improve their bottom line with enhanced digital dispatching, automated fleet tracking and effective mobile resource management.
Fleet Complete offers its unique suite of solutions to companies all over the world, maintaining key distribution partnerships with AT&T in the U.
S., TELUS in Canada, Magenta Telekom in Austria, Deutsche Telekom in Germany and Telstra in Australia. The company’s recent expansion into the European and Asia-Pacific markets, with offices now held in the Netherlands, Belgium, Denmark, the Baltics, Greece and Australia, has made Fleet Complete one of the top industry leaders in IoT (Internet of Things).
Fleet Complete has won numerous awards for innovation and growth since its inception in 2000 thanks to its relentless commitment to product Innovation, Quality, Customer Focus, Productivity and People.
WHY JOIN US?If you want to be part of an enthusiastic and ambitious team in an international environment, then join us! We offer great opportunities to expand your knowledge and develop your talent within a vastly growing global company.
Learn more about us on the following websites : www.fleetcomplete.gr or www.fleetcomplete.com Fleet Complete is an equal opportunity employer committed to diversity and inclusion.
We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability or any other legally protected factors.