Technical Team Leader

This is a fully remote position, open to applicants in Romania.

📋 Description

• Provide strong leadership and management to a team of representatives.

• Establish clear performance expectations and objectives that align with organizational goals.

• Coach, mentor, and inspire team members to improve their skills, performance, and professional growth.

• Address employee issues, conflicts, and performance challenges effectively.

• Monitor team performance to ensure compliance with SLAs and KPIs.

• Analyze team metrics and develop strategies to enhance productivity and efficiency.

• Collaborate with cross-functional teams to optimize processes and tackle operational challenges.

• Oversee and enhance the quality of customer service and customer satisfaction levels.

• Stay informed about industry best practices and trends to promote process improvements and innovation.

• Identify training needs and organize training sessions accordingly.

• Ensure team members are equipped with the necessary tools, resources, and information.

• Work with team leads and managers to share best practices and implement uniform processes.

• Manage escalations, customer inquiries, and complaints as necessary.

• Participate in team meetings and organizational initiatives actively.

• Provide performance reports on team activities.

• Communicate with clients as required.

• Adhere to company policies and procedures consistently.

• Meet or surpass performance targets related to KPIs.

• Engage in training programs and continuous learning opportunities.

• Maintain a positive, empathetic, and professional demeanor toward customers and colleagues.

⛳️ Requirements

• Experience managing Technical Accounts is essential.

• A minimum of 3 years in a position equivalent to the representative role the leader will oversee.

• At least 1 year of experience in a leadership or supervisory capacity, ideally within a call center setting.

• Previous client-facing experience is preferred.

• Excellent communication skills, both verbal and written.

• Strong understanding of customer service and technical support principles and practices.

• Proven problem-solving and decision-making abilities.

• Exceptional interpersonal skills to engage with team members and stakeholders across all levels.

• Demonstrated ability to lead, motivate, and inspire a team to meet performance targets and provide outstanding customer experiences.

• Results-driven mindset focused on achieving operational excellence and promoting continuous improvement.

• Proficient in using customer service software and tools, such as CRM systems.

• Competent in using computers and various software applications.

• Knowledge of battery/solar systems is preferred but not required.

• Familiarity with tools like Genesis, Hubspot, and CRMs is preferred but not necessary.

🏝️ Benefits

• 21 Days of Annual Leave.

• Medical Coverage.

• Remote Work Allowance (400 lei/month).

• Meal Tickets (40 lei/working day).

• Performance Bonus.