Team leaderThe client has 3 L1/L2/L2,5 support engineers on the helpdesk.They would like to replace one the engineers by a a team leader.
The team leader needs also to be able to work as support engineer as well, 3languages,
Grand Bigard, on site. Long term mission (1 to 3 years)
Tasks :• Manage the performance of services to customers ensure that service levels areachieved in line with contracts and that customers' expectations are met orexceeded.
* Ultimate responsibility for ownership of all customers incidents or requests.
* Track the incidents to conclusion in line with SLAs, KPI's and quality standards.
* Manage critical customers incidents, associated to customer communication,
activities, and any appropriate escalations.
* Provide information about incidents analysis and KPIs.
* Build services relationship with customers and conduct service reviews for key
customers.• Review performance reports, identify & and define service improvements, servicequality, and processes.
* Provide management and performance reports.
* Coordinate the team members in their daily duties of attending to clients who
come to make inquiries and facilitate good customer service culture in teammembers.
* Responsible to communicate quality parameters to operation manager.
* Follow-up of customer complaints with corrective actions at customer.
* People Management:
· Management of rotation/evolution· Animation and motivation of his team· Organize annual team evaluation· Define training plan regarding customer and market needs· Management of team performance (Team results & productivity)