Back office Team Lead with French

Ideal candidate

• A Bachelor’s Degree in any field.
• A minimum of 3-5 years of work experience in a client facing role, preferably with managing a technically relevant team or possessing scheduling experience
• A working knowledge of both technical service support platforms (such as Technical Exchange operations) and customer ticketing systems (such as Service Edge, the Siebel platform and KANA).
• Strong proficiency with the entire Microsoft Office Suite.
• Experience in leading training initiatives for a customer facing team, enforcing KPIs and establish operational goals.
• Required Language Thresholds: French: (C2: Native-Level Fluency) English: (B2-Independent User Level)

Job description

• Acting as the operational leader of 15-20 Technical Support Back Office agents, and ensuring the highest quality of operational technical support and email queue times possible.
• Proactively monitor metrics and health indicators to refine operational activities and ensure that Key Performance Indicators, SLAs, and other operational standards exceed customer expectations.
• Proactively providing feedback to team members with regards to: overall performance, attendance and leave requests, and successful adherence to company policy.
• Monitoring and adjusting staffing levels to ensure maximum efficiency and adherence to Key Performance Indicators and service levels, as negotiated per client contracts.
• Acting as a Point of Contact for client escalations and high priority service issues, ensuring expert level service.