Guarantee the ultimate customer experience through excellent online technical assistance
Manage customer relationships at an operational level, coordinating information, data requests and delivery
Ensure that customers are happy and always satisfied by always providing prompt responses and solutions to their requests
Monitor the Departments’ KPIs on a weekly basis, taking action to ensure targets are achieved
Organize team schedule and shifts to guarantee maximum availability for customers
Identify improvement areas for processes and systems to meet customers' needs
Collect feedback from customers and share it with the team in a structured way
Provide training to new team members and whenever some refresh is needed, to ensure compliance with internal policies
Guarantee accurate, reliable data in the CRM system, avoiding reworking and inefficiency
Consistently provide day-to-day motivation, creating a lively working atmosphere
25% of the time
oversee project management for one off projects such as new process rollouts or process improvements

5 years prior experience in a similar role
Proven people management experience with the ability to engage and motivate a high performing team
Knowledge of (phone) customer service techniques, communication & negotiation skills
Knowledge of customer service practices and principles
Long term customer relationship approach
Ability to identify process improvements
Knowledge of CRM management
SAP/Salesforce/ServiceMax would be plus
Prior experience project managing process improvements and implementation of new workflows

Technical Call Center Team Leader – Project Manager

Key skills