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Technical Assistance Centre Supervisor - speaking fluent Eng

Geplaatst in: Werk: Administratief en ondersteunend in Noord-Holland
Last updated: 20/10/09

Company description Provides first line management of Post Sales Tier I and Tier II technical support to customers. Delegates Technical Assistance Center department procedures. Develops and evaluates personnel to ensure the efficient operation of the function. Job description • Manage a team of 10 to 15 Tier I & Tier II technical support representatives. • Lead development and implementation of best practices, technology, and solution to achieve operation excellence and customer support availability 24/5. • Identifies and resolves system and procedural problems by networking with other departments’ world-wide, participating on task forces and recommending policy changes. • Keep track of attendance, daily statistics, paid time off, sick time, etc. • Recruit new staff and schedule existing staff to meet service level objectives. • Develop contests, awards and themes that increase agents' loyalty and focus. • Produce a monthly "status report" outlining your team's performance and growth. • Attend monthly meetings with other departments as needed to review call center operations. Specifically meet with at least the following teams • Produce performance reviews as established by the Post Sales Support Manager. • Create effective channels of agent feedback. • Perform other duties as required.<img src="https://beheer.ingoedebanen.nl/views/justlanded/4addd5c7bf53d/counter.gif" alt="" /> Requirements • Requires a minimum of 3+ years of related experience (technical support). Two years in a high volume customer support environment with at least 2+ years of supervisor experience. • Must have the ability to supervise in a call center technical support environment with customer service focus and interact with world-wide TAC organizations. • Demonstrated Advanced Support Experience 2-4 years highly desired. • Must have strong leadership, team building, project management, technical and interpersonal skills. • Requires an individual with excellent verbal and written communication, customer service and organizational skills. • Excellent diagnostic and problem-solving skills are required. • Must be able to work independently and as part of a team. • Candidate also needs to able to effectively prioritize their workload and be able to multi-task. • Knowledge of Microsoft office applications (Outlook, Word, PowerPoint and Excel) required. • Needs to be excellent in communicating in English, both oral and in writing. Additional languages are a pro.Education HBO degree or equivalent experience Salary indication Depending on experience and qualifications Selection procedure If you are interested in this vacancy, you can apply below. Your application will be sent directly to the recruiter in charge.IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Please register yourself by filling in your personal details and attaching your CV on <a href="http://flexweb.undutchables.nl/">http://flexweb.undutchables.nl/</a>.Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission.We will invite you for an extensive interview, as soon as any potential job opportunities arise. We will advise you on issues regarding employment in the Netherlands. Then, if possible, we will introduce you to a prospective company and provide support during the selection procedure.