Team Lead Customer Support (m/f/d) Nightshift

For our sister company we are searching for Customer Support who is interested in Linux and other IT databases and who will help us build a strong customer service.

We are looking for a skilled Team Leader for our Nightshift (11pm to 7am) who will effectively lead one of our 1st Level Customer Support teams to better performance and improve service quality.

The Team Leader will assist the Head of Customer Support in establishing call centre objectives and provide Customer Support Representatives with opportunities to improve their support skills, using established best practise as well as expand their knowledge of Contabo products, and troubleshooting techniques. The aim of this position is to generate an effective Customer Support team with a focus on improving performance and processes to better support customers.

The candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Responsibilities:

• Managing the day-to-day activities of the team.
• Sharing daily targets for the team and motivating the team to reach these
• Hiring, training, coaching, and leading support representatives as they provide support for customers.
• Developing and implementing a realistic timeline of improvement for Customer Support Representatives to help them achieve targets.
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting regular performance reviews.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team.
• Shift planning and leave requests for support representatives within multi-shift operations

Requirements:

• Excellent communication skills
• Available on the night shift from (11pm to 7am)
• Confident and skillful negotiating skills
• Computer literate
• Strong organizational skills to give the team direction
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Data driven with an attention to detail
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Organizational and time-management skills
• Decision-making skills
• Experience in leading a team of Customer Support Representatives.

What we offer:

• Full support from experienced colleagues and needed training
• Multisport card (https://multisport.cz/en/)
• 30 days of vacation
• Meal vouchers
• Breakfasts and snacks at the workplace
• Possibility to work from home
• Teambuildings
• Dog friendly offices

Please, send us together with your CV also your salary expectations.