Team Leader

you must have experience in managing people, providing feedback (Team Leader, Resource Technician) for at least 2 years. Knowledge and/or experience in ITIL; very good english skills

• To support the technicians in reaching the highest standard of customer service; inter alia by:
- Helping and encouraging the team to meet call handling standards and to work towards targeted improvements in both quantitative and qualitative terms.
- Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems; intervening in stressful situations.
- Ensuring internal communication within the team, holding team meetings, keeping team up-to-date with changes that affect them, getting feed-back and following up actions as required; drawing up minutes.
- Performing one on ones with technical support staff.
- Ensuring planning, schedules, breaks, code of conduct etc are respected by team members; reacting immediately and taking corrective actions where necessary.
- Organizing team events, building up team spirit, encouraging positive ideas and suggestions from the team to optimize team and work process.
- Taking care of new starters, introducing them to the team, their tasks and role.
- Evaluating and developing team members through remote and side by side call quality monitoring; evaluating the agents’ competences, giving constructive feedback and on-the-job training. Help improving the procedures in place.
- Taking the lead in the ongoing change management process that will take place at the moment of the start of the project and in the initial operational phase, continuously improving efficiencies and defining processes with the Client (and as such closely working together with the Knowledge Engineer for a proper Knowledge Management development)

TechTeam is a multinational outsourcing company with headquarters in Detroit, USA. We are present in Romania since February 2004 and we are successfully growing; recently TechTeam took over one of the top 5 software outsourcing companies in Eastern Europe: the Romanian company Akela Informathique.