In this role, you will lead, manage, and develop a dedicated team of 1st and 2nd Line Support Engineers in the EMEA region, reporting directly to the Head of Customer Support. As a customer-centric leader, you will mentor and provide technical guidance, actively fostering an environment that promotes growth, excellence, and unwavering customer satisfaction. By collaborating with the US regional Team Leader, you will spearhead unified strategies and ensure success in your initiatives. Your skills in leadership, management, and development will be instrumental in setting the standard for team performance and engagement.
Key Responsibilities
* Support Operations Management: Oversee the delivery of 1st and 2nd line support across multiple regions, ensuring high standards of service and responsiveness through effective team management.
* Leadership and Team Development: Lead by example and actively engage your team to excel. Mentor team members to achieve individual and collective goals, fostering a high-performance culture.
* Service Excellence and Escalation Management: Act as a key point of escalation, providing leadership and technical guidance to ensure seamless team operations.
Responsibilities
* Case Queue Management: Effectively controls scheduling and workload by overseeing the team's case queue, ensuring optimal productivity and timely case resolution.
* Resource Allocation: Coordinate the scheduling and resource management of the team, including arranging cover for shifts, holidays, and absences, to maintain uninterrupted service.
* KPI Management: Lead the team to meet defined Key Performance Indicators (KPIs), fostering a high-performance culture and continuous improvement.
* Collaborative Support: Assist other teams with troubleshooting and the escalation of complex cases, enhancing the collaborative effort across departments.
* Technical Proficiency: Showcase deep first and second-line support skills, maintaining hands-on technical expertise in handling customer issues.
* Customer Relations: Develop and maintain strong relationships with customers, effectively communicating with senior stakeholders to understand and meet their needs.
* Regular Check-ins and 1-2-1s: Conduct regular check-ins and one-to-one meetings with team members to ensure ongoing support, address concerns, and foster professional development.
* Appraisal System Updates: Maintain and update the appraisal system to accurately reflect performance, achievements, and areas for improvement, supporting effective performance management and career progression.
Requirements
Experience
* Management of Technical Operations: At least 2 years of management experience, ideally overseeing 1st and 2nd line support operations, focusing on directing teams in handling technical issues efficiently.
* Performance Management: Skilled in managing and achieving KPIs and performance metrics.
* Technical Skills: Strong background in 1st and 2nd line support with hands-on capabilities in handling technical issues.
* Experience with CRM Systems: Proven expertise in managing customer relationships using CRM systems, ideally Salesforce.
* Cloud Technology Expertise: Experience supporting cloud-based solutions and technologies.
* Telecommunications Experience: In-depth experience in a VOIP Service Provider or Telco environment.
Skills:
* Leadership and Interpersonal Skills: Outstanding leadership qualities with the ability to inspire and cultivate talent.
* Coaching Skills: Proficient in coaching and mentoring team members, enhancing their skills, and fostering professional growth.
* Strategic Thinking and Analytical Skills: Ability to think strategically and analytically to align team objectives with organizational goals.
* Change Management: Skilled in implementing and managing change within the team, ensuring adaptability and continuous improvement in processes and technologies.
* Project Management: Proficient in project management, with a track record of successfully leading projects from inception to completion.
* Communication Skills: Exceptional communication skills are required for effectively conveying information and fostering open communication within the team and across the organisation.
What we offer you - alongside a competitive salary, we offer a great range of benefits
* Hybrid working - blend of in person and remote working
* 25 days holiday to 30 days (excluding public holidays)
* Private health insurance - after probation
* PerkBox giving a range of personalised benefits
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