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Posted Date: 29 January 2010

Ref No.: PM/SUV

Region: Amsterdam

Job Description

Technical Support Supervisor – English

Our client is a highly successful and International organisation specialising in manufacturing and distributing communications equipment. They have 19 offices throughout Europe selling to call centres as well as individual consumers in the retail market.
Their offices in The Netherlands house an exemplary team of Technical Support Agents, each having upmost focus on first class customer care. The Technical Support Department are a team of professional and passionate individuals committed to working together to create a dynamic and enjoyable working atmosphere.

We are looking for a Technical Assistance Supervisor to lead this exceptional team.

Primary Functions
Provides first line management of Post Sales Tier I and Tier II technical support to customers. Delegates Technical Assistance Centre department procedures. Develops and evaluates personnel to ensure the efficient operation of the function.
Responsibilities


• Manage a team of 10 to 15 Tier I & Tier II technical support representatives.


• Lead development and implementation of best practices, technology, and solution to achieve operation excellence and customer support availability 24/5.


• Identifies and resolves system and procedural problems by networking with other departments’ world-wide, participating on task forces and recommending policy changes.


• Keep track of attendance, daily statistics, paid time off, sick time, etc.


• Recruit new staff and schedule existing staff to meet service level objectives.


• Develop contests, awards and themes that increase agents' loyalty and focus.


• Produce a monthly "status report" outlining your team's performance and growth.


• Attend monthly meetings with other departments as needed to review call centre operations. Specifically meet with at least the following teams


• Produce performance reviews as established by the Post Sales Support Manager.


• Create effective channels of agent feedback.


• Perform other duties as required.
Requirements and Experience:


• Requires a minimum of 3+ years of related experience. Two years in a high volume customer support environment with at least 2+ years of supervisor experience.


• Must have the ability to supervise in a call centre technical support environment with customer service focus and interact with world-wide TAC organizations.


• Demonstrated Advanced Support Experience 2-4 years highly desired.


• Must have strong leadership, team building, project management, technical and interpersonal skills.


• Requires an individual with excellent verbal and written communication, customer service and organizational skills.


• Excellent diagnostic and problem-solving skills are required.


• This individual must be able to work independently and as part of a team.


• Candidate also needs to able to effectively prioritize their workload and be able to multi-task.


• Knowledge of Microsoft office applications (Outlook, Word, PowerPoint and Excel) required.


• Needs to be excellent in communicating in English, both oral and in writing. Additional languages are a pro.

Education
HBO degree or equivalent experience
Compensation:
You will receive an attractive compensation package including a base salary, profit share, stock options, health & pension benefits, and usual perquisites.

If you feel that you have the experience, skills, passion and commitment for this rare opportunity then please contact Penny Matthews or Simon Monaghan on +31 (0) 20 491 7711, or alternatively send your CV to jobs@resourcingpeople.com

Salary Indication:

€44,000, plus 10% bonus.