Team Leader

vor 4 Wochen

Frankfurt am Main, Hessen, Deutschland ODDO BHF Vollzeit

About the Role

The ServicePoint, a key component of ODDO BHF's support infrastructure, is seeking a highly skilled Team Leader to oversee a team of helpdesk L2 agents. As a Team Leader, you will be responsible for ensuring the team meets the highest standards of quality and performance, providing timely and satisfactory solutions to our users.

Key Responsibilities

  • Supervise and monitor the daily activities of the Servicepoint team, assigning tasks and priorities to optimize efficiency.
  • Ensure the team adheres to established policies and procedures, upholding best practices for customer service and technical support.
  • Handle escalated and complex issues, collaborating with other departments or external partners as needed.
  • Analyze and report on team performance, identifying areas for improvement and optimization.
  • Provide regular, constructive feedback to team members, conducting performance appraisals and reviews.
  • Train and coach team members, facilitating their professional development and career growth.
  • Resolve conflicts or issues within the team, fostering a positive and collaborative work environment.
  • Be operational and flexible, with a willingness to travel to different locations as required.

Requirements

  • Proven experience as a team leader or supervisor in a helpdesk or customer service setting.
  • Excellent communication and interpersonal skills, with the ability to work with diverse and multicultural teams and customers.
  • Strong technical skills and knowledge of ODDO BHF's products and services, with the ability to troubleshoot and resolve technical issues.
  • High level of customer orientation and satisfaction, with the ability to handle complaints and feedback effectively.
  • Good analytical and problem-solving skills, with the ability to make sound decisions and judgments.
  • Ability to work under pressure and meet deadlines, with the ability to multitask and prioritize in a fast-paced environment.
  • Leadership and motivational skills, with the ability to inspire and empower team members.
  • Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
  • Certifications or training in customer service, technical support, or leadership are a plus.

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