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Call Centre Team Manager (2nd line support technical team)

 

Hours: 37 Hours per week shift based between the hours of 8am-8pm Monday- Saturday and 9am-5pm Sunday 

Start Date:ASAP! 

THE ROLE

This is an exciting opportunity for an experienced Technical Team Manager to join the 2nd line support department based in Watford.

You will lead a well-established team of 6 x 2nd line support team to ensure all raised fault tickets are effectively and efficiently executed through appropriate processes meeting agreed SLA’s. Ideally you will come from a service delivery background. We are looking for a hands on manager who can be visible within the team and really establish themselves in the role. Your main duties will be:

  • To optimise the working relationship between technical support team, retailer’s, 3rd party engineers, internal and external stakeholders
  • Provide solutions and insight through effective diagnostics and reporting
  • Train, coach and mentor Call Centre/Hotline/Service team, including career development

Skills

  • Service desk background in a similar role, preferably with B2B experience
  • Effective man management experience
  • Excellent interpersonal skills
  • Previous experience of using SAP to manage relevant events, transactions and detailed reporting
  • Numerical, analytical & planning skills coupled with the ability to read and manipulate spreadsheets to manage and control budgets
  • Experience of working in a controlled or regulated environment and managing stakeholders to comply with established processes and procedures
  • Proven track record of developing and implementing continuous improvement both in process, technology and working practices
  • Previous experience of working with customer facing and commercially orientated teams

Competencies Required:

  • Business management expertise
  • Product and service expertise
  • Problem solving
  • Customer Focus / Communication
  • Planning and Organising
  • Delivering Solutions
  • Decision Making
  • Influence

Benefits

26 days holiday

Generous pension scheme

50% off gym membership

Social events

Keywords: Team manager, call centre, technical support, 2nd line support, help desk team manager, tech support, helpdesk, 2nd line, team manager, team leader,