We are currently looking to add to our team a Team Lead Training and Development

Customer Support Training and Development Team Leader should be able to lead and mentor the Training and Development Team, performing scheduled staff reviews, communicating, and adhering to new procedures, policies, and goals.
Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.

Job Summary

• Lead and oversee the day-to-day operations of the respective Customer Support Training and Development Team
• Building strong relationships with peers and customers to ensure total customer satisfaction
• Perform call monitoring and ticket evaluations while tracking trend data for review by the management team
• Take ownership of customer issues reported and see problems through to resolution
• Participate in the design of call monitoring formats and ticket quality standards
• Use quality monitoring data management system to compile and track performance at team and individual levels
• Coaches’ members on achieving goals and developing necessary skills that get results. Coaching involves developing team members’ performance, offering feedback, and demonstrating the desired skills and expected work ethic.
• Design and expand training and development program based on the needs of the Support organization and the individual. Identify and implement process improvements related to Support Department.
• Plan and assess the 'return on investment' of any training or development program.
• Provide evaluation feedback to management for coaching and development opportunities
• Work in collaboration with the team and provide mentorship to more junior staff members
• Ad hoc projects and assignments from the direct line manager.

If you have:

• Proven working experience – at least 2 years- in enterprise technical support, IT support, technical engineer or Training and Development roles.
• In-depth knowledge in the product that the representatives is supporting.
• Direct experience in analysis of XML, IDOC, CSV, EDI FACT and fixed length data files.
• Ticket Processing and Standard experience
• Demonstrates in depth Support expertise, preferably in an international environment
• Has a good understanding of invoice data requirements and connectivity methods, as well as of Tungsten’s capabilities.
• Strong problem-solving skills and Excellent client-facing skills.
   

Your Responsibilities will be:

• Responsible for the day-to-day Quality Analysis and Training across the Factory to ensure streamlined and consistent processes
• Lead the creation and ongoing monitoring and maintenance of a QA processes and requirements
• Objectively and effectively evaluate and improve quality interactions at every touch point with our customers and creating meaningful feedback to representatives
• Driving the team to use analytical processes in view of reducing support tickets and providing self-help tools for customers
• Tracking of the effectiveness of corrective and proactive steps taken to prevent issues from recurrence (root cause analysis and resolution checks)
• Review all Contact Centre scripts for content and flow and provide feedback to the Management Team on revisions needed with a view to continuous improvement
• Coach and mentor agents in a program of continuous quality improvement, reinforcing behaviors that lead to successful interactions
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Prioritize and escalate quality pattern within Support Department as required

• Document knowledge in the form of knowledge base tech notes and articles
• Assisting the implementation of a Support Knowledgebase and similar process improvements
• Complete daily administrative routines assigned from the direct line manager.

Personal Attributes

• Understanding of clients issues with data submission

• Excellent communications skills including written and verbal

• Excellent grasp of relational database management theory and practice.
• Ability to work through the client’s organizational structure to get to the right person
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term
• Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles
• Approach complex technical issues with varying perceptions and make use of opportunities to create and implement productivity tools
• Understand the impact of work on the feature/product/team
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.

Other (add other duties, responsibilities, qualifications or any other relevant information not listed above)

• Communicate information to developers and other engineers
• An ability to stick to strict deadlines
• A keen eye for detail and high degree of analytical and problem-solving abilities
• A technical, logical thought process
• Writing SQL queries, reading JSON (JavaScript Object Notation), XML, including SOAP and html, troubleshooting and debugging common web-browsers
  
  All applicants will be contacted by the Recruitment team for an initial discussion and for our formal interview process.
  
  So to apply for the position of a Team Lead, Training and Development, please send us your CV in English.