Team Lead
Core
Lead a team of service experts providing customer assistance and emergency support via phone in the automotive sector.
Role type
Team Lead (Performance & People Manager)
Builds
Customer service operations and emergency support for automotive clients
Domain
Automotive / Customer Service / Business Process Outsourcing
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, data analytics, queue management, resource management, quality assurance, process improvement, administrative management, recruitment support
Preferred skills
University degree in Business Administration or Industrial Engineering, strong computer skills, MS Office proficiency
Technologies
MS Office (Excel, Word, PowerPoint, Outlook)
Responsibilities
Oversee and guide a team of service experts, analyze daily operational performance and derive actions, monitor and improve productivity, manage complaints and queue, implement quality assurance processes, provide coaching and conduct appraisals, perform administrative tasks like scheduling and payroll, participate in recruitment and planning meetings
Seniority
Mid-Senior, hands-on IC with people management