The Team Leader is responsible for providing and supporting the day-to-day provision of the Services and promoting the knowledge and understanding of the Customer Service Team in a manner which is conducive to effective working relationships and in line with transcosmos’ values and objectives.
This includes ensuring that a continually high level of service is provided to the customers as set out in transcosmos’ agreements with customers. To provide this high level of service the Team Leader will be required to effectively manage their available resources, including team members, equipment, information and technologies, and to ensure that all necessary information is available to and understood by the Customer Service Team.
- Perform live and historical analysis and provide feedback to the appropriate groups and individuals in an effective manner.
- Perform case reviews and provide trend data to the management team.
- Assess historical management reports and gain an understanding of the factors that have enabled transcosmos to achieve or fail to meet SLA.
- Prepare, communicate, and coordinate surveys and provide feedback to the relevant parties in a useful format.
- Provide formal and informal feedback to staff and management, in a positive and professional manner, that facilities improvements in service quality.
- Ensure that reports are completed accurately.
- Maintain a quality business relationship with all customers.
- Ensure you have a complete understanding of the transcosmos quality procedures.
- Act professionally and competently and take on the responsibility to highlight any issues within the company you have concern with to Management.
- Supports SDM and performs management duties when manager is absent or out of office
- Monitor and manage Team resources and performance
- Maintain the day-to-day operation of the team
- Assists management with hiring processes
- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
- Conducts team meetings to update members on best practices and continuing expectations
- Generates and shares comprehensive and detailed reports about team performance, objectives and deadlines
- Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.?
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Exceptional attention to detail.
- Good personal organizational skills.
- Ability to build effective working relationships at all levels.
- Strong knowledge of customer care processes and techniques.
- Dedication to providing exceptional customer service.
Technical:
- Intermediate level of knowledge/expertise with MS Office (Word, Excel amp; PowerPoint).
- Intermediate to advanced level of knowledge of IT support services.
Behavioral:
- Ability to work well in a team environment.
- Willingness to accept and take ownership of customer and team related issues.
Qualifications
• High school diploma or equivalent
• 2 years’ Customer Support experience, preferably in a Managed Services environment (or one year experience in a Team Lead or equivalent role)
• Experience of working in the handset/electronic related product business would be an advantage.
Languages
English (C1)
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:
-Direct employment contract for an indefinite period
-Cafeteria
-Training opportunities
-Diverse and friendly work atmosphere
-Modern office environment
-Local and global career progression opportunities