Technical Team Manager

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard Technical Team Manager for their La Coruna office.

Position: Technical Team Manager

Location: La Coruna, Spain

Employment type: Full-time

Remuneration: Base salary.

**DUTIES AND RESPONSIBILITIES**:

- Responsible for the day-to-day supervision of a group of call B2B tech support contact centre associates
- Effectively coach direct reports on their performance on a regular basis
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to customers meets contractual KPIs and financial expectations
- Conduct in-dept Root Cause Analysis (RCA) of missed KPIs with quality and technical support functions, to determine correct actions plans with owners and timelines, and lead the improvement action plan to completion
- Communicate expectations to employees and provide timely updates
- Serve as an escalation point of contact for our customers and their clients/representatives
- Provide SME expertise in handling escalated customer calls, when required
- Prepare, conduct and participate in weekly, monthly and annual business review meetings with customers and organization leadership
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Schedule and organize team activities
- Stay current on internal work processes, policies and procedures
- Attend required manager development training
- Promote the Company's values through both behaviour and attitude, including being an advocate for team members.

**REQUIREMENTS**:

- Associate's degree in related field with minimum two to four years of relevant experience preferred
- Dynamics FNO APPS - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft Dynamics products, if not, on any other), or having worked in a B2B tech support environment, or self-learnt skills
- Windows Commercial - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft products,), or having worked in a B2B tech support environment, or self-learnt skills
- Azure ASMS - exposure to Azure platform highly desirable, either by way of technical certifications, or having worked in a B2B tech support environment, or self-learnt skills
- Dynamics FNO TECH - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft Dynamics products,), or having worked in a B2B tech support environment, or self-learnt skills
- Dynamics FNO APPS - technical background mandatory, either by way of education, or technical certifications (preferably on Microsoft Dynamics products, if not, on any other), or having worked in a B2B tech support environment, or self-learnt skills
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Experience in a supervisory role in a B2B environment, leading a team of tech support resources
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Ability to handle sensitive client communication and end-customer engagement
- Willingness to work on a flexible working schedule.

**BENEFITS**:

- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential.