Tech Customer Support Team Lead

hace 2 días


Málaga, Málaga, España Job Squad A tiempo completo

Job Squad, a multi-lingual recruitment company based in Europe, is seeking an experienced Tech Customer Support Team Lead to manage our Scandinavian, Dutch, German, and Finnish teams. The role will be responsible for overseeing team performance, providing feedback, motivating the team, and ensuring working processes are up-to-date.

About Us

We specialize in recruiting talented individuals to various positions across Europe. Our mission is to help people find great jobs abroad and feel safe in their transition to a new country.

The Role

Your daily work will include:

  • Taking responsibility for team management (40%), organization (30%), and reporting (30%);
  • Monitoring and reporting team performance;
  • Giving regular feedback on individual agent performance;
  • Motivating the team and controlling turnover;
  • Organizing weekly meetings to provide feedback, inform about new procedures, and upcoming changes;
  • Keeping track of each agent's training and training needs;
  • Participating in the recruitment process with the HR department;
  • Managing disciplinary issues effectively in communication with HR;
  • Identifying current and future hiring needs and communicating timely to Management;
  • Maintaining knowledge and expertise associated with relevant applications;
  • Preparing Service Level reviews and attending Service Level Review meetings;
  • Collecting metrics, analyzing them, and reporting to customers/management/quality team;
  • Providing other reports to management as required.
Ideal Profile

We are looking for a Native Finnish speaker with C1 level English, previous experience managing a Tech Customer Support Team at a call center/contact center, and working knowledge of Windows, MS Office, and internet configuration.

What's on Offer?

We offer a relocation package, performance bonuses, possibilities to grow inside the company, and work with one of the most well-known and leading software and tech companies worldwide. You will also receive medical insurance and have the opportunity to relocate to Copenhagen, Denmark, or Sliema, Malta.

Salary

The estimated salary for this position is €45,000 - €60,000 per year, depending on your experience and qualifications.



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