Team Leader

vor 5 Stunden

Frankfurt am Main, Hessen, Deutschland ODDO BHF Vollzeit

Job Summary

The ServicePoint team is seeking a highly skilled and experienced Team Leader to join our team. As a Team Leader, you will be responsible for managing a team of helpdesk L2 agents who provide technical support to our user ODDO-BHF.

Key Responsibilities

  • Supervise and monitor the daily activities of the Servicepoint team, and assign tasks and priorities.
  • Ensure that the team adheres to the policies and procedures, and follows the best practices for customer service and technical support.
  • Handle escalated and complex issues, and liaise with other departments or external partners when necessary.
  • Analyze and report on the team's performance, and identify areas for improvement and optimization.
  • Provide regular and constructive feedback to the team members, and conduct performance appraisals and reviews.
  • Train and coach the team members, and facilitate their professional development and career growth.
  • Resolve any conflicts or issues within the team, and foster a positive and collaborative work environment.
  • Be flexible as travel is required to different locations.

Requirements

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

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