Customer Service Team Leader

Customer Service Team Leader

Within your #OneTeam

Reporting to the EMEA Manager, as a Team Leader  you will manage a team of IT support consultants specialized in OVHcloud products and billing. You will communicate the goals and work and optimize the quality and effectiveness of responses provided to customers, supervising individual and team performance in real time. As a manager on the ground, you will support and advise your team on a daily basis. You will motivate the team and you will be the point of contact with the other departments for the topics concerning your team.

Your main responsibilities:

 1. Team management

• Lead, motivate and challenge your team, helping them meet individual and team targets
• Help develop the skills of our support representatives : listen in on phone calls and give briefings/feedback based on the Voice of Customers (VOC) teams' reports 
• Monitor employees' professional development, e.g. work with customer representatives to define training measures and development paths
• Participate in the recruitment of your team and help new employees to integrate

2. Operational Management

• Organize the management of the workload and distribution of tasks among the team members
• Implement and monitor organizational and operational processes to ensure customer satisfaction
• Communicate and explain company objectives, guidelines, best practices to team members
• Analyze individual and team performance using key indicators (productivity, absenteeism, quality...)
• Produce reports (in the form of dashboards) on completed and ongoing activities, as well as quantitative and qualitative team results

Your future impact

In 6 months, you will have accomplished

• familiarising yourselves with your team and your co-workers
• becoming familiarised with our tools, and main issues that the teams deal with on a daily basis
• understanding the company product portfolio and related customer needs

And in 1 year, you will have mastered

• cooperation with our many departments (product, sales, marketing, and other teams)
• Full understanding the scope of your work, and full integration into yor team
• You will have a clear idea on you path in OVHcloud

Skills required

• Team Management and leadership skills of at least 3-5 years
• Strong oral and written Communication Skills 
• Capacity to build strong relationships and motivate the team
• Very good understanding of customer relations, tools and processes
• Result oriented, dynamic and enthusiastic
• Fluent Polish and English 

Its a plus :

• 3-5 years' experience in customer relations
• Tech savvy

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