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 Service, in a manner which is conducive to effective working relationships and in line with TCIS values and objectives. This includes ensuring that a continually high level of service is provided as set out in TCIS 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 Service Desk team.
Requirements
Key Tasks and Responsibilities
· Develop and maintain effective working relationships with colleagues through professional, courteous, and mature behavior
· Develop and maintain effective teamwork by encouraging professional, courteous, and mature behavior in all team members
· Actively and continuously develop the working knowledge and understanding of the team
· Act as 1st point of escalation for the agent queries, customer complaints, issue investigation, etc.
· Plan, coordinate, and chair Team meetings
· Listen and act upon team and customer feedback
· Monitor, manage, and seek to continually improve agent performance
· Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes
Skills / Attributes Required
· Highly customer focused
· Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
· Ability to motivate and drive a team of people to provide high level managed services
· Ability to earn the respect of internal and external customers, colleagues, and
management
· Excellent organizational skills
· Good attention to detail
· Excellent problem-solving skills
Technical:
· Good Knowledge of Microsoft Office products
Behavioral:
· Working Collaboratively:
· Accountability
· Adaptability:
· Initiative: Being proactive
· Planning amp; Organizing
· Delegating and Empowering:
· Managing Change
Qualifications [EDUCATION and/or EXPERIENCE]
· At least 2 years’ experience in the Customer Service field
· At least 1 year team management experience
· Have a proven track record demonstrating the skills and qualities outlined in this document.
· Previous use of Ticket Logging systems
· Excellent Customer Service/Support skills
· Good Microsoft Office skills
· Flexible to work on a shifting schedule
Languages
· English - strong speaking and written for conversational purposes
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.