Technical Call Center Team Leader and Project Manager
About The Position
Technogym is a world-leading brand in wellness and fitness, known for innovative solutions that inspire people to live healthier lifestyles. We are dedicated to excellence, not only in our products but also in the services we provide to our clients and partners. Known all over the world as "The Wellness Company", our goal is to help develop the philosophy of fitness and well-being and turn it into a true lifestyle. We are looking for a hands-on and results-driven Technical Call Center Team Leader, who will play a crucial role in company growth, by managing the Technical Customer Service Tier 2 team which focuses on more digital/technical matters. Additionally, you will be responsible for implementing process and performance quality management to move the function forward as a center of excellence. In this role, you will lead by example and provide coaching and regular feedback to your team. This position works on-site at our Jersey City offices.
Requirements
- 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
- Prior experience project managing process improvements and implementation of new workflows
Nice To Haves
- Knowledge of CRM management - SAP/Salesforce/ServiceMax would be plus
Responsibilities
- 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
Benefits
- Comprehensive medical, dental, and vision insurance - effective first day of employment
- 401k with company match
- PTO - vacation, sick, and holidays
- On-site gym
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
