Technical Call Center Team Leader – Project Manager

Responsibilities

• Guarantee the ultimate customer experience through excellent online technical assistance
• Manage customer relationships at an operational level, coordinating information, data requests and delivery
• Ensure that customers are happy and always satisfied by always providing prompt responses and solutions to their requests
• Monitor the Departments’ KPIs on a weekly basis, taking action to ensure targets are achieved
• Organize team schedule and shifts to guarantee maximum availability for customers
• Identify improvement areas for processes and systems to meet customers' needs
• Collect feedback from customers and share it with the team in a structured way
• Provide training to new team members and whenever some refresh is needed, to ensure compliance with internal policies
• Guarantee accurate, reliable data in the CRM system, avoiding reworking and inefficiency
• Consistently provide day-to-day motivation, creating a lively working atmosphere
• 25% of the time - oversee project management for one-off projects such as new process rollouts or process improvements

Requirements

• 5 years prior experience in a similar role
• Proven people management experience with the ability to engage and motivate a high performing team
• Knowledge of (phone) customer service techniques, communication & negotiation skills
• Knowledge of customer service practices and principlesLong term customer relationship approach
• Ability to identify process improvements
• Knowledge of CRM management - SAP/Salesforce/ServiceMax would be plus
• Prior experience project managing process improvements and implementation of new workflows