Team Lead

hace 6 días

Gijón, España Geco Asia Pte Ltd A tiempo completo

.A leader with people management experience in support services or demonstrated active leadership potential within the team. Skilled in staffing, managing capacity, communicating with stakeholders, anticipating business needs, and engaging proactively with peers. Inspires and motivates the team to stay focused on relevant targets while fostering a culture of praise and growth. Collaborates with SAP peers on relevant projects to empower the team for high impact. Manages team performance and well-being across all SLAs and proactively presents solutions for at-risk topics.Requirements:Proven leadership and advanced business support experience.Excellent communication skills.Proficient in leading a team to success.Advanced ability to anticipate and address business requirements proactively.Strong project and stakeholder management skills.Coverage: To ensure smooth handover between shifts and consistent touchpoints for SAP leadership, one team lead per region (time zone) is recommended. This structure ensures operational excellence and effective capacity management within each shift.Baseline Experience & Skills for All RolesCustomer-Service Attitude: Polite, helpful, quality-oriented, and empathic.Analytical Skills/Inquisitive Mindset: Asks the right questions.Multitasking/Prioritization Skills: Identifies priorities and executes for the highest business impact.Business-Technical Translation: Navigates business context and translates it into technical requirements.Global Environment Navigation: Understands dependencies and complexities of working in a matrixed, global environment.Communication Skills: Strong English communication skills.Can-Do Attitude: Positive and proactive approach.Team Player: Positive feedback from customers and peers.Confidence in Challenging Situations: Handles challenging situations effectively.Educational Background: Bachelor's degree or equivalent experience in technical, business, support desk, or sales operations roles.Senior/Expert Responsibilities:Serve as liaison between SAP and GECO.Provide transactional end-user support via tickets and chat for core Sales Applications and Systems, adhering to GCO direct SLAs.Create and refine documentation for support and sales self-enablement in line with the release schedule and content prioritization.Attend training sessions to learn about new applications and cross-train peers within the hub, including onboarding new team members.Collaborate across Sales Technology (Levels 1, 2, and 3) support to identify and address in-scope solutions for end-user inquiries promptly and effectively.Utilize standardized support infrastructures and ensure data compliance.Contribute to support-specific projects aimed at long-term simplification (e.G., collecting feedback, submitting training questions)

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