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EMEA Regional Team Leader
4 months ago
- Support Operations Management: Oversee the delivery of 1st and 2nd line support across multiple regions, ensuring high standards of service and responsiveness through effective team management
- Leadership and Team Development: Lead by example and actively engage your team to excel. Mentor team members to achieve individual and collective goals, fostering a high-performance culture
- Service Excellence and Escalation Management: Act as a key point of escalation, providing leadership and technical guidance to ensure seamless team operations
- Case Queue Management: Effectively controls scheduling and workload by overseeing the team's case queue, ensuring optimal productivity and timely case resolution
- Resource Allocation: Coordinate the scheduling and resource management of the team, including arranging cover for shifts, holidays, and absences, to maintain uninterrupted service
- KPI Management: Lead the team to meet defined Key Performance Indicators (KPIs), fostering a high-performance culture and continuous improvement
- Collaborative Support: Assist other teams with troubleshooting and the escalation of complex cases, enhancing the collaborative effort across departments
- Technical Proficiency: Showcase deep first and second-line support skills, maintaining hands-on technical expertise in handling customer issues
- Customer Relations: Develop and maintain strong relationships with customers, effectively communicating with senior stakeholders to understand and meet their needs
- Regular Check-ins and 1-2-1s: Conduct regular check-ins and one-to-one meetings with team members to ensure ongoing support, address concerns, and foster professional development
- Appraisal System Updates: Maintain and update the appraisal system to accurately reflect performance, achievements, and areas for improvement, supporting effective performance management and career progression
- Management of Technical Operations: At least 2 years of management experience, ideally overseeing 1st and 2nd line support operations, focusing on directing teams in handling technical issues efficiently
- Performance Management: Skilled in managing and achieving KPIs and performance metrics
- Technical Skills: Strong background in 1st and 2nd line support with hands-on capabilities in handling technical issues
- Experience with CRM Systems: Proven expertise in managing customer relationships using CRM systems, ideally Salesforce
- Cloud Technology Expertise: Experience supporting cloud-based solutions and technologies
- Telecommunications Experience: In-depth experience in a VOIP Service Provider or Telco environment.
- Leadership and Interpersonal Skills: Outstanding leadership qualities with the ability to inspire and cultivate talent
- Coaching Skills: Proficient in coaching and mentoring team members, enhancing their skills, and fostering professional growth
- Strategic Thinking and Analytical Skills: Ability to think strategically and analytically to align team objectives with organizational goals.
- Change Management: Skilled in implementing and managing change within the team, ensuring adaptability and continuous improvement in processes and technologies
- Project Management: Proficient in project management, with a track record of successfully leading projects from inception to completion.
- Communication Skills: Exceptional communication skills are required for effectively conveying information and fostering open communication within the team and across the organisation
- Hybrid working - blend of in person and remote working
- 25 days holiday to 30 days (excluding public holidays)
- Private health insurance - after probation
- PerkBox giving a range of personalised benefits
- Enhanced parental pay
- Pension
- Cycle to work