Automotive Technical Specialists Team Leader
Core
Managing end-to-end delivery, performance, and governance of Level 1 Agent operations for a client in a specific country, ensuring high-quality technical support and service delivery.
Role type
Senior IC Country Project Manager (Level 1 Agent Operations)
Builds
Level 1 Agent service operations, operational reports, and continuous improvement initiatives for client networks.
Domain
Automotive / Mobility / Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Project management, people management (coaching/performance reviews), stakeholder management, data analysis & reporting, process management, CRM/ticketing tools proficiency, presentation skills
Preferred skills
Budget and forecast preparation, launching new services/programmes, process improvement using data, business intelligence tools
Technologies
Microsoft Office (Excel, PowerPoint, Word, Outlook), CRM, ticketing, case management, MS Project, Smartsheet, Power BI, Tableau
Responsibilities
Manage end-to-end delivery of Level 1 Agent service in-country; Coordinate and coach Level 1 Agents to secure high quality support; Drive continuous improvement and innovation within the scope; Lead, manage, and coach the Level 1 Agent team; Act as primary operational interface for the national team; Identify process gaps and implement improvements; Monitor market and network trends impacting operations.
Seniority
Senior, hands-on IC with team leadership