Customer Service Team Leader

The Team Leader is responsible for providing and supporting the day-to-day provision of the Services and promoting the knowledge and understanding of the Service, in a manner which is conducive to effective working relationships and in line with TCIS values and objectives. This includes ensuring that a continually high level of service is provided as set out in TCIS agreements with customers. To provide this high level of service the Team Leader will be required to effectively manage their available resources, including team members, equipment, information, and technologies, and to ensure that all necessary information is available to and understood by the Service Desk team.

Key Tasks and Responsibilities

· Develop and maintain effective working relationships with colleagues through professional, courteous, and mature behavior

· Develop and maintain effective teamwork by encouraging professional, courteous, and mature behavior in all team members

· Actively and continuously develop the working knowledge and understanding of the team

· Act as 1st point of escalation for the agent queries, customer complaints, issue investigation, etc.

· Plan, coordinate, and chair Team meetings

· Listen and act upon team and customer feedback

· Monitor, manage, and seek to continually improve agent performance

· Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes

Requirements

Skills / Attributes Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

· Good Knowledge of Microsoft Office products

Behavioral:

· Highly customer focused

· Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels

· Ability to motivate and drive a team of people to provide high level managed services

· Ability to earn the respect of internal and external customers, colleagues, and management

· Excellent organizational skills

· Good attention to detail

· Excellent problem-solving skills

· Working Collaboratively:

· Accountability

· Adaptability:

· Initiative: Being proactive

· Planning & Organizing

· Delegating and Empowering:

· Managing Change

· Flexible to work on a shifting schedule

· Excellent Customer Service/Support skills

Qualifications [EDUCATION and/or EXPERIENCE]

· Proven experience in the Customer Service field

· Ability to demonstrate previous team management experience

· Have a proven track record demonstrating the skills and qualities outlined in this document.

· Previous use of Ticket Logging systems

Languages

English - strong speaking and written for conversational purposes

Benefits

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:

• Direct employment contract for an indefinite period
• Cafeteria
• Training opportunities
• Diverse and friendly work atmosphere
• Work from the comfort of your home
• Local and global career progression opportunities