Team Lead, Global Service Desk

3 miesięcy temu

Warszawa, Polska Equinix Poland Sp. z o.o. Pełny etat

The Customer Support Team Lead is responsible for overseeing a team of customer support agents providing support in French, Italian, and English. The Team Lead ensures high-quality service is delivered to customers while maintaining the team’s operational efficiency. They play a key role in team management, performance improvement, and process optimization, actively supporting team members in handling customer inquiries, requests, orders, issues, and escalations.

Team Lead, Global Service Desk


Your responsibilities

  • Team Leadership:
  • Lead, mentor, and coach a team of customer support agents, ensuring their performance aligns with company goals and KPIs
  • Set clear team goals, monitor progress, and provide regular performance feedback
  • Foster a positive, collaborative team environment that promotes productivity and job satisfaction
  • Customer Support Operations:
  • Oversee daily support operations, ensuring tickets, chats, and calls are handled efficiently and effectively
  • Manage the workload and schedules of team members to meet support demands and maintain service-level agreements (SLAs)
  • Handle escalated customer issues and complaints, ensuring they are resolved quickly and appropriately
  • Performance Monitoring:
  • Track team performance through metrics like response times, customer satisfaction (CSAT), and ticket resolution
  • Identify areas for improvement and implement strategies to optimize performance and team output
  • Conduct regular one-on-one meetings and performance reviews with team members
  • Training and Development:
  • Provide ongoing training and development opportunities to ensure team members have the knowledge and skills required to excel in their roles
  • Keep the team updated on new products, services, and procedures
  • Develop and update team training materials as needed
  • Process Improvement:
  • Collaborate with the Manager and other departments to streamline processes, improve workflows, and enhance the overall customer experience
  • Identify common issues or recurring problems and work with relevant teams to resolve them
  • Reporting:
  • Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership
  • Analyze trends in customer feedback and provide insights for continuous improvement
  • Stakeholder Collaboration:
  • Work closely with other departments, including Customer Support Quality Assurance, IBX Operations, Customer Success Management, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements
  • May represent the support team in selected cross-functional meetings to ensure alignment and coordination

Our requirements

  • Proven years of experience in customer support, with some years in a supervisory or team lead role
  • Proficiency in French and Italian is considered an asset
  • Bachelor’s degree in Business, Communications, or a related field preferred
  • Strong leadership and people management skills
  • Excellent communication and interpersonal skills
  • Ability to handle escalations and resolve complex customer issues
  • Data-driven with experience in performance analysis and reporting
  • Proficient in customer support software (e.g., Salesforce Service Cloud) and MS Office applications

What we offer

  • Employment in a stable company with an established position in the market.
  • Possibility to work within fast growing world’s 500 Fortune digital infrastructure company.
  • Challenging job in a dynamic, professional, international and multicultural environment.
  • Possibility to participate in company sponsored trainings package.
  • Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention.
  • Paid employee referral program.
  • Opportunity to work in supportive, inclusive environment with People-Centric Culture.
  • Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
  • Attractive benefits package

Aplikuj

 

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