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.
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.
Understanding of main IT concepts.
Very good knowledge of Customer Relations, trades and technical constraints.
Capacity to drive and motivate a team daily.
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.
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.
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
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.