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- To support the technicians in reaching the highest standard of customer service;
- Supporting the team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, network or systems, intervening in stressful situations;
- Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with changes that affect them, getting feed-back and following up actions as required;
- Ensuring planning, schedules, breaks, code of conduct etc are respected by team members and reacting immediately and taking corrective actions where necessary;
- Evaluating and developing team members through remote and side by side call quality monitoring, evaluating the agents’ competences, giving constructive feedback and on-the-job training;
- Assisting and advising the program manager on floor management to achieve objectives and maintain productivity;
- Ensuring procedures are followed in accordance with TechTeam quality standards and work instructions;
- Identifying and implementing process improvement initiatives in conjunction with the Program Manager and the team
- Minimum 2 years in a people management role;
- Previous experience in a similar function with a call center environment is highly desirable;
- Excellent oral and written communication skills;
- Proficiency in English language - second European language is a plus;
- Good knowledge of the MS Office package;
- Previous reporting skills experience;
- Adaptability in a fast-paced multinational environment.
- Tailored training courses - initial and ongoing;
- Attractive work environment within a dynamic team;
- Interesting wage conditions based on personal achievements;
- Career advancement opportunities within a multinational corporation.
TechTeam is a multinational company with core competencies in the help desk and IT outsourcing areas. With headquarter in Detroit, USA, TechTeam is currently present in Romania, Belgium, Germany, United Kingdom, and Sweden, providing support services for global and local companies.
The Romanian subsidiary has successfully grew in the last 2 years having 300+ employees providing client support services in more than 10 languages.
PEOPLE are the most important factor of our business SUCCESS.
JOIN TECHTEAM and enjoy a great team spirit in a young and professional organization.
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