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Technical Support Team Lead
2 months ago
Ingenico Group is a global leader in the fintech market, with over three decades of experience and a diverse community of experts. We provide merchants with innovative services and solutions that simplify payment processes and enhance the consumer experience.
Job Summary:
We are seeking a skilled Technical Support Team Lead to oversee the effective functioning of our Technical Contact Centre. The successful candidate will lead a team of technical support agents, ensuring exceptional customer service and support. Key responsibilities include managing daily operations, optimising processes, and driving performance.
Key Responsibilities:
- Lead a team of technical support representatives to meet performance targets, enhance individual and team capabilities, and maintain a positive work environment.
- Oversee daily operations of the Helpdesk contact centres, ensuring efficient use of resources, adherence to service level agreements, and achievement of performance targets.
- Assist the Contact Centre Manager in implementing strategies to optimise contact centre operations, including improving agent productivity, outcome-based performance, and enhancing customer/merchant satisfaction.
- Recruit, train, and coach contact centre agents to ensure they possess the technical skills and product knowledge required to provide excellent customer support.
- Establish and implement performance evaluation systems to regularly assess agent performance, identify areas for improvement, and provide feedback to enhance skills and performance.
- Act as the point of escalation for complex issues and assist contact centre agents in resolving challenging customer problems.
- Collaborate with other departments to identify customer/merchant pain points and suggest enhancements or process improvements.
- Maintain contact centre technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, to ensure optimal performance.
- Analyse contact centre metrics, generate reports, and utilise data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
- Assist in implementing strategies to minimise customer/merchant complaints, ensuring the contact centre delivers an unparalleled experience.
- Stay up-to-date with advancements in relevant technology and industry trends to maintain a competitive edge and make well-informed recommendations for process improvement.
- Develop and maintain relationships with customers/merchants, including participating in monthly and quarterly operational reviews.
Requirements:
- Proven track record of successfully leading and managing a team, preferably in a fast-paced and multi-channel contact centre environment.
- Strong technical background with a deep understanding of the technical support industry and best practices.
- Proficient in utilising contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.
- Ability to work well in a team environment and adapt to changing priorities.
- Excellent communication and interpersonal skills to effectively interact with customers and team members.
- Strong analytical mindset to analyse data and identify trends or areas for improvement.
- Self-motivated with the ability to meet tight deadlines without supervision.
What We Offer:
- A dynamic and inclusive work environment that values diversity and inclusion.
- Opportunities for professional growth and development.
- A competitive salary and benefits package.
- A chance to work with a global leader in the fintech market.
How to Apply:
Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you.
