Team Leader

2 weeks ago

Colchester, United Kingdom MSX International Limited Full time

Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives.

Key Activities and Responsibilities

* Supervise and coach a team of frontline agents (technical, and parts).

* Monitor team performance against KPIs and SLAs.

* Conduct regular one-on-one meetings, performance reviews, and feedback sessions.

* Provide training, guidance, and support to team members.

* Handle escalated cases and complex issues from agents.

* Ensure adherence to processes, policies, and quality standards.

* Coordinate with other Team Leaders and departments for cross-functional collaboration.

* Analyze performance data and implement improvement actions.

* Support recruitment, onboarding, and development of team members.

* Report on team performance, challenges, and achievements to management.

Qualifications

Experience:

* Experience in Problem-solving, fault-finding, and resolution.

* Experience in a diagnostic environment and troubleshooting technical issues.

* Depending on the Helpdesk, Qualified to Senior/Master Technician/IT Qualification.

* Customer service experience.

* Experience in Team leadership.

* Minimum 5 years experience supporting remote office and end users.

Knowledge:

* Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics.

* KPI/SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time).

* OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge bases, DMS/ERP, ticketing/CRM).

* Escalation workflows, case lifecycle, and quality standards in technical support and parts processes

* Warranty/parts interactions: causal part identification, returns/traceability, pre-approval impacts on parts flow.

* Workforce management principles: coaching, performance management, skills matrices, scheduling.

* Customer experience metrics and principles (CSAT, first-contact resolution, fix-it-right-first-time)

You can learn more about MSX International on our website: MSX International

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