Customer Service Team Leader F/M

Ref
0000J2243
CDI
Wroclaw
Pologne

#Team

Reporting to the Web EMEA Area Manager, as a Team Leader  you will manage a team of IT support technicians specialized in OVHcloud Web products. You will communicate the goals and work and optimize the quality and effectiveness of responses provided to customers, supervising individual and team performance in real time. As a manager on the ground, you will support and advise your team on a daily basis. You will motivate the team and you will be the point of contact with the other departments for the topics concerning your team.
 
#Missions

1.  Team management

  • Lead, motivate and challenge your team, helping them meet individual and team targets
  • Help develop the skills of IT support technicians: listen in on phone calls and give briefings/feedback based on the Voice of Customers (VOC) teams' reports 
  • Monitor employees' professional development, e.g. work with technical referents to define training measures
  • Participate in the recruitment of your team and help new employees to integrate

2.  Operational Management

  • Organize the management of the workload and distribution of tasks among the team members
  • Implement and monitor organizational and operational processes to ensure customer satisfaction
  • Communicate and explain company objectives, guidelines, best practices to team members
  • Analyze individual and team performance using key indicators (productivity, absenteeism, quality...)
  • Produce reports (in the form of dashboards) on completed and ongoing activities, as well as quantitative and qualitative team results
  
#Profile
Your skills
  • Team Management and leadership skills 
  • Strong oral and written Communication Skills 
  • Capacity to build strong relationships and motivate the team
  • Very good understanding of customer relations, tools and processes
  • Knowledge of Web products and web hosting environments
  • Result oriented
  • Dynamic and enthusiastic
  • Fluent Polish and English 

Your experience

3-5 years' experience in customer relations and team management 

#Benefits

  • Partially remote work only possible
  • 4 extra leave days,
  • Company pension plan (PPE),
  • 50% contribution to public transport,
  • Office in the Wroclaw city center with play room, chill-out room and free parking,
  • Language courses,
  • Sport card,
  • Private health care,
  • Meal bonus.
  • The best Wellbeing Organisation 2020 recognized by Wellbeing Institute
  
Votre équipe

Web

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