Technical Operations Team Leader Software Development company

Pest megye
Ügyvezetés / Felső vezetés / Igazgató

Responsibilities

  • Operational Management:
    • Supervise daily call center operations, ensuring all support cases are promptly addressed with less than 1% backlog.
    • Rotate weekend shifts with other team members, acting as the manager on duty.
    • Generate reports and analyze call center data to enhance processes, optimize resource allocation, and maximize efficiency and customer satisfaction.
  • Customer Escalation & Support Analysis:
    • Handle customer escalations professionally, ensuring swift and satisfactory resolutions.
    • Monitor support trends and identify patterns to reduce case volume and workload.
    • Collaborate with other departments to improve procedures and minimize recurring issues.
    • Ensure compliance with legal and operational requirements in all support interactions.
  • Team Leadership & Development:
    • Recruit, train, and coach a team of support agents to deliver prompt, high-quality service within the Hungarian support team.
    • Develop onboarding and training plans for new hires to ensure effective role integration.
    • Conduct regular team meetings and 1:1 performance reviews to support growth and address challenges.
    • Foster a culture of accountability, continuous improvement, and customer focus.
  • Performance Monitoring & Continuous Improvement:
    • Establish KPIs and measurable objectives to assess and drive team performance.
    • Lead monthly 1:1 reviews and coach employees towards their individual goals.
    • Identify training gaps and implement improvement plans.
    • Take ownership of special projects and initiatives to enhance efficiency and customer satisfaction.

Requirements

  • At least 3 years of experience in a support management or team lead role.
  • Proven ability to achieve KPIs and drive customer support excellence.
  • Capability to multitask and stay calm under pressure, especially during peak hours.
  • Strong skills in customer service, communication, conflict resolution, and coaching.
  • Demonstrated leadership and coaching abilities with the capacity to motivate and develop team members.
  • Familiarity with performance metrics, MBO methodology, and call center technologies.
  • Decisiveness, attention to detail, and the ability to handle complex situations.
  • Confident decision-maker with a proactive, solution-oriented approach.
  • Proficiency in English is essential.
  • Ability to manage weekend shifts on a rotational basis with other team members, serving as the manager on duty.

Nice-to-have

We are looking for experienced TEAM LEADERS with strong technical knowledge and affinity.

What we offer

  • You'll enhance and elevate the customer experience for top hospitality brands.
  • Collaborate within a progressive team culture that offers growth opportunities.
  • Benefit from a hybrid work arrangement, balancing field and remote responsibilities.
  • Enjoy a comprehensive benefits package including cafeteria, meal tickets, medical insurance, and continuous training.

Company info

Our client markets their own developed software (SaaS) and also offers Oracle-based products. These products are typically developed and sold to participants in the HORECA sector. The customer service is available 24/7, and a hybrid work arrangement is provided, with a location in the 10th district of Budapest.

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HASONLÓ ÁLLÁSOK

Operatív vezető - logisztika - Bugyi
Pest megye Összes állás megtekintése
Cégnév: Reed Personnel Services Czech Republic s.r.o
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