Job Description
The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity.
Job responsibilities:
* Support the Field Technicians in reaching the highest standard of customer service by helping and encouraging the team to meet ticket handing standards, assisting with problems or escalation, ensuring internal communication within the team, holding team meetings, performing one-to-one sessions with technical support staff, and ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members.
* Organize team events, build up team spirit, take care of new starters, introduce them to the team, their tasks and role, evaluate and develop team members through remote and face-to-face interaction, evaluate the technician's competences, give constructive feedback and on-the-job training.
To assist the Service Delivery Manager to achieve objectives and maintain productivity by:
* Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions.
* Participating in special projects allocated by the SDM and completing them within agreed time scales.
* Giving advice on customer service, internal quality and team training needs.
* Ensuring organization of the team.
* Identifying and implementing process improvement initiatives in conjunction with the Service Delivery Manager.
* Acting as single point of contact for customer issues and delegating authority on specific subjects.
Job Requirements:
* Must have 2 Years' proven experience in a Desktop Leadership role.
* Excellent planning and organizational skills.
* Leadership-people management skills.
* Problem-solving: direct and assertive attitude.
* Attention to detail.
* Analysis: pinpoints problems and tackles them in a logical, step-by-step way.
* Customer sensitivity.
* Excellent oral and written communication skills.
* Customer awareness: understands the needs, requests, problems, and priorities of customers.
* Technical skills: knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows NT/2K/XP); Internet Explorer; client-specific technology.
* Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the needs and priorities.
About the Role:
This is a unique opportunity to join our team as a Team Leader and be responsible for supporting our international team of Field Technicians to ensure the highest standard of customer service.
We are looking for an experienced professional with excellent leadership and organizational skills to lead our team and contribute to achieving our objectives.