Customer Service Team Leader

Customer Service Team Leader

• Within your #OneTeam

  We are looking for a 24/7 Customer Support Team leader for our Customer Services department, which provides advice, support, and solutions to our customers.

  Reporting to the EMEA Manager, as a Team Leader you will manage a team of support consultants specialized in OVHcloud products and billing topics. As a manager on the ground, you will support and advise your team on a daily basis. You will motivate the team and you will be the point of contact with the other departments for the topics concerning your team.

  Your main responsibilities

  1. Team management

  • Lead, motivate and challenge your team, helping them meet individual and team targets
  • Organize the team in a challenging 24/7 rotation
  • Help develop the skills of our support representatives
  • Monitor employees' professional development, e.g. work with customer representatives to define training measures and development paths
  • Participate in the recruitment of your team and help new employees to integrate
  • Communicate and explain company objectives, guidelines, best practices to team members

  2. Operational Management

  • Organize the management of the workload and distribution of tasks among the team members
  • Implement and monitor organizational and operational processes to ensure customer satisfaction
  • Organize the team operations vis a vis changing expectations and needs of a 24/7 team
  • Propose improvements to facilitate the team work and global processes
  • Analyze individual and team performance using key indicators (productivity, absenteeism, quality...) to understand the team performance, produce related reports

  At OVHcloud, we encourage boldness and initiative. Beyond these missions, we therefore expect you to be proactive and participate in the continuous improvement of your scope.

  Your future impact

  In 6 months you will have accomplished:

  - familiarising yourselves with your team and your co-workers,

  - taking complete charge and responsibility for your team

  - becoming familiarised with our tools, and main issues that the teams deal with on a daily basis

  - understanding the company product portfolio and related customer needs

  And in 1 year, you will have mastered

  • Full understanding the scope of your work, and full integration into your team
  • cooperation with our many departments (product, sales, marketing, and other teams)
  • You will have a clear idea on you path in OVHcloud

.

• Team Management and leadership skills of at least 2 years
• Proficiency in English
• Capacity to build strong relationships and motivate the team
• Very good understanding of customer relations, tools and processes
• Result oriented
• Dynamic and enthusiastic
• With a great sense of service, you want to have a positive impact on your internal and / or external contacts.
• You are open to the world and working in an international context is an important aspect for you.