Web Team Leader
Madrid, España
hace 8 días

The CCO department is divided into 6 departments : Cloud, Web, Telecom, KeepBiz (customer retention), Professional Services (key account management) and cross-

functional projects : including workforce management and new tools.

As Team Leader located in Madrid, you will be working with the Area Manager and you will manage a team of IT support technicians dedicated to a specific product department.

Your job will be to optimise the efficiency and quality of customer assistance by overseeing both group and individual performances in real time.

As a field manager, you will provide support and advice to your teams on a daily basis.

Your duties

Proximity management of a team

  • Driving, motivating and challenging your team daily to support them in achieving both individual and common goals.
  • Ensuring compliance with best practices regarding customer relations.
  • Supporting IT technicians in improving their skills : listening in on calls, conducting briefings and providing feedback with regards to comments from Voice of the customer (VOC).
  • Monitoring employees’ progression : developing a training plan in collaboration with technical advisors.
  • Assisting in the recruitment of your team and monitoring the integration of new employees.
  • Maintaining a communication channel between your team and management.
  • Organising and managing activities at an operational level

  • Setting up and monitoring the organisation of operational processes to ensure customer satisfaction.
  • Relaying product department and company objectives to your team.
  • Identifying and escalating difficulties and needs in terms of systems and staff, and assisting in creating solutions.
  • Working together with quality managers, project teams, the WFM (Work Force Manager) and mission control as well as any other business partner, depending on the subject.
  • Carrying out team evaluations (weekly, monthly).
  • Analysing both group and individual performances of your team based on key indicators (productivity, absenteeism, turnover).
  • Adjusting and monitoring workload based on employee competencies and expertise.
  • Ensuring reporting (in the form of a dashboard) on actions performed and in progress as well as quantitative and qualitative team results.
  • Taking part in the launch and development of new activities.
  • Know-how

  • Understanding of main IT concepts.
  • Very good knowledge of Customer Relations, trades and technical constraints.
  • Team management.
  • Social skills

  • Capacity to drive and motivate a team daily.
  • Customer-oriented.
  • Good teacher and good listener.
  • Energetic and enthusiastic.
  • Strong interpersonal skills.
  • Ability to react quickly, decisiveness.
  • Capacity to adapt to a demanding environment and to energise teams.
  • Desired Profile

  • Educated to university level or equivalent experience.
  • Relevant experience acquired in IT companies (software publisher, cloud hosting solution provider, telecom service provider, IT service companies...).
  • 3 to 5 years’ experience in Customer Relations and Team Management.
  • A passion for IT.
  • Benefits

  • Competitive salary based upon skills and experience
  • To work in a growing, forward thinking company
  • A technical environment that encourages learning
  • 23 days’ holidays per year
  • Ticket Restaurant
  • 50% Private Health Care (after 1 year working with us)
  • Free coffee, soft drinks, candies and fruit
  • Foosball : )
  • If this position appeals to you and you wish to take part in the success of OVH, we look forward to receiving your CV and cover letter in English at : rrhh ovh.es.

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