Team Leader

RESPONSABILITATI

To support the technicians in reaching the highest standard of customer service; inter alia by:
- Helping and encouraging the team to meet call handling standards and to work towards targeted improvements in both quantitative and qualitative terms.
- 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; drawing up minutes.
- Performing one on ones with technical support staff.
- Ensuring planning, schedules, breaks, code of conduct etc are respected by team members; reacting immediately and taking corrective actions where necessary.
- Organizing team events, building up team spirit, encouraging positive ideas and suggestions from the team to optimize team and work process.
- Taking care of new starters, introducing them to the team, their tasks and role.
- 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. Help improving the procedures in place.
- Taking the lead in the ongoing change management process that will take place at the moment of the start of the project and in the initial operational phase, continuously improving efficiencies and defining processes with the Client (and as such closely working together with the Knowledge Engineer for a proper Knowledge Management development)

To assist and advise the Program Manager on floor management to achieve objectives and maintain productivity, inter alia by:
- Ensuring organization on the floor in order to get the right person in the right place at the right time.
- Ensuring procedures are followed in accordance with TechTeam quality standards and work instructions.
- Participating in special projects allocated by the Program Manager and completing them within agreed time scales.
- Giving advice on customer service, internal quality and team training needs.
- Identify and implement process improvement initiatives in conjunction with Program Manager and team.
- Standing in for supervisor within agreed scope of delegated authority on specific subjects.
- Acting as a single point of contact for customer issues.

Context of the Job:

Operations is the centre of TechTeam¿s activity. It encloses different projects going from 2 to 150 people on the floor. Some projects works on a shift systems 24/24, 7/7 days.
The team leader is the first point of contact for the IT support technician and is responsible for monitoring quality and productivity.

- To support the technicians to ensure the highest standard of customer service in accordance with TechTeam values and Service Level Agreements (SLA).
- To assist the Program Manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time.

CERINTE

DESCRIEREA FIRMEI

TechTeam is a multinational outsourcing company with headquarters in Detroit, USA. We are present in Romania since February 2004 and we are successfully growing; recently TechTeam took over one of the top 5 software outsourcing companies in Eastern Europe: the Romanian company Akela Informathique.