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, 3 languages,Grand Bigard, on site. Long term mission (1 to 3 years)Tasks :
- Manage the performance of services to customers ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded.
- 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, service quality, 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 team members.
- 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)