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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 Global, Inc. is a leading provider of IT outsourcing and business process outsourcing services to large and medium businesses, as well as government organizations. The company\'s primary services include service desk, technical support, desk-side support, security administration, infrastructure management, and related professional services. TechTeam also provides a number of specialized, value-added services in specific vertical markets. Founded in 1979, TechTeam has nearly 3,000 employees across the world, providing IT support in 32 languages.
JOIN OUR TEAM TODAY!
TechTeam Global has career opportunities around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a \"get it done\" attitude, we offer the right environment for you.
We support customers in a broad variety of markets, from automotive, to hospitality, to pharmaceutical research, in every corner of the world. We offer a wide range of positions, from administrative support, to service desk analysts, to high-level technical support. And our extensive career support and training programs drive our strong track record of promoting our own people to more challenging and enriching jobs.
Learn more about our company culture, available positions, and our emphasis on providing a career path for our employees to see if TechTeam is the right fit for you.
Visit us today at http://www.techteam.com/careers
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