Team Lead, Customer Support, with Italian

Overview:

Work collaboratively with the relevant Manager, Customer Support to ensure that daily operations of their team(s) run effectively with a primary focus on excellent service to both internal and external customers. The scope of this role ranges from work load management to relevant HR related responsibilities.

Reporting to: Manager, Customer Support Operations, (Customer Support, EMEA)

Find out more about Cook Medical here

Responsibilities:

• Effectively manage the daily operations of their team(s) including phone priorities, daily and special tasks, effective query management & back order scenarios, ensuring that all daily targets and SLAs are met
• Effectively manage team resources, including management of leave requests
• Monitor adherence of team(s) to the EMEA Support Centre (EMEA SC) Quality Management System (QMS), ensuring that all procedure gaps are resolved and that daily, weekly & monthly stats are issued to the relevant parties. Work closely with the Quality team and Process owners to be audit ready all the time
• Focus on consistent continuous improvement within the team effort. Propose and support changes in relation to overall systems/process efficiencies.
• Act as the first point of escalation for individual, team, Divisional & customer issues working with relevant colleagues / leadership team to find effective solutions.
• Ensure effective communications by holding regular individual 1:1’s, and team meetings; and attending and providing feedback from relevant department meetings.
• Be responsible for recruitment, including interviewing and new hire integration into the relevant team.
• Be responsible for performance management of team members, including completion of annual performance appraisals and performance improvement plans where relevant as well as support disciplinary procedures where necessary.
• Work closely with the Training team to ensure that all team members, including new hires, are fully trained on all aspects of their roles. Highlight and address any training gaps as they arise.
• Coach and mentor all team members on best practice approach to their roles.
• Ensure that the Cook brand and image is communicated in a positive and consistent manner to all customers, both external and internal.
• Ensure all functions to be carried out in compliance with the company’s quality Management system.
• Ensure that Cook’s Code of Conduct is considered in all business matters carried out on Cook’s behalf.

Qualifications:

• Relevant third level qualification advantageous.
• In depth experience of working in a customer service environment.
• Previous experience working in a team leader role would be an advantage.
• Fluency in at least one relevant European language apart from English advantageous.
• Strong leadership capabilities.
• Proven track record in problem solving.
• Ability to communicate effectively on an individual and group basis.
• Excellent organisational and prioritisation skills.
• Excellent knowledge of computer software packages.
• Strong customer focus.
• Self-starter and high self-motivation.
• Ability to multitask, attention to detail and accuracy essential.
• Excellent numeric and analytical skills.
• Willingness and availability to travel on company business.