Technical Call Center Team Leader
About The Position
We are looking for a hands-on and results-driven Technical Call Center Team Leader who will be responsible for managing the Technical Customer Service Team, handling escalated cases, and implementing processes and procedures that will help move the function forward as a center of excellence. This role works on-site at our Jersey City offices and reports directly to the Technical After Sales Director. In this position you will work cross functionally across various departments, as well as serve as a coach and mentor to the Call Center team. If you thrive working in the Services field and you are obsessed with ensuring care user satisfaction, this is the position for you! One of Technogym's goals is to satisfy 100% of our customers and end-users. Our Services teams are always aiming to improve their service quality, to provide the best experience anywhere.
Requirements
- 5 years experience in a similar role
- Bachelor's Degree or equivalent work experience
- Knowledge of customer service techniques, communication & negotiation skills
- Knowledge of customer service practices and principles
- Long term customer relationship approach
- Ability to identify process improvements
- Knowledge of CRM management - SAP/Salesforce/ServiceMax would be plus
- Ability to work on-site at our Jersey City offices 5x/week
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Miscellaneous Manufacturing
Number of Employees
5,001-10,000 employees
