Technical Team Leader, English

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

📋 Description

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

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

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

• Cultivate a positive and collaborative team atmosphere.

• Address employee concerns, conflicts, and performance-related issues.

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

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

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

• Oversee and enhance customer service quality and customer satisfaction.

• Stay abreast of industry best practices and trends to promote process improvements and innovation.

• Identify training requirements and organize training sessions.

• Ensure team members have the essential tools, resources, and information.

• Work with team leads and managers to share best practices and enforce consistent processes.

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

• Engage in team meetings and organizational initiatives.

• Provide reports on team performance metrics.

• Communicate with clients as required.

• Comply with company policies and procedures.

• Achieve or surpass KPI performance targets.

• Maintain knowledge of products, services, and processes through ongoing training and continuous learning.

• Uphold a positive, empathetic, and professional demeanor towards customers and colleagues.

• Perform additional duties as assigned.

⛳️ Requirements

• 3 years of experience in a role similar to the representatives this position will support.

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

• Previous experience in a client-facing role is preferred.

• Strong verbal and written English communication skills.

• Solid knowledge and understanding of customer service and technical support principles and practices.

• Excellent problem-solving and decision-making abilities.

• Outstanding interpersonal skills for effective interaction with team members and stakeholders at all levels.

• Proven capability to lead, motivate, and inspire a team to meet performance targets and provide exceptional customer experiences.

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

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

• Skilled in using computers and various software applications.

🏝️ Benefits

• 21 Days Annual Leave Credits.

• Medical coverage.

• Remote Work Allowance (400 lei gross/month).

• Meal tickets (40 lei/working day).

• Bring Your Own Device (BYOD) policy.

• Experience infinite fun for limitless growth.

• Access to training programs and continuous learning modules.