**Job Title:** Team Lead, Customer Support
We are seeking a skilled and experienced Team Lead to join our Customer Support team. As a Team Lead, you will be responsible for leading a team of customer support agents, ensuring that they have the skills and resources needed to provide excellent service to our customers.
Responsibilities:
* Lead a team of customer support agents to ensure they have the necessary skills and resources to provide excellent service to our customers.
* Work closely with the Quality team and Process owners to ensure that all procedure gaps are resolved and that daily, weekly & monthly stats are issued to the relevant parties.
* Monitor adherence of team(s) to the EMEA Support Centre (EMEA SC) Quality Management System (QMS), ensuring that all procedure gaps are resolved.
* Act as the first point of escalation for individual, team, Divisional & customer issues working with relevant colleagues / leadership team to find effective solutions.
* Ensure effective communications by holding regular individual 1:1's, and team meetings; and attending and providing feedback from relevant department meetings.
In this role, you will also be responsible for recruitment, including interviewing and new hire integration into the relevant team, performance management of team members, including completion of annual performance appraisals and performance improvement plans where relevant, and supporting disciplinary procedures when necessary.
Requirements:
* Relevant third level qualification advantageous.
* In-depth experience of working in a customer service environment.
* Previous experience working in a team leader role would be an advantage.
* Fluency in at least one relevant European language apart from English advantageous.
* Strong leadership capabilities.
* Proven track record in problem solving.
* Ability to communicate effectively on an individual and group basis.
* Excellent organisational and prioritisation skills.
* Excellent knowledge of computer software packages.
* Strong customer focus.
* Self-starter and high self-motivation.
* Ability to multitask, attention to detail and accuracy essential.
* Excellent numeric and analytical skills.
What We Offer:
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced Team Lead looking for a new challenge, please apply now!