Senior Team Leader

The Senior Team Leader is responsible for overseeing and supporting the daily delivery of services while fostering knowledge and understanding of the Service. This role ensures effective working relationships and aligns with TCIS values and objectives.

A key focus of this position is maintaining a consistently high level of service, as outlined in TCIS agreements with customers. To achieve this, the Senior Team Leader must efficiently manage resources, including team members, equipment, information, and technology. Additionally, they must ensure that the Service Desk team has access to and understands all necessary information to perform their roles effectively.

Requirements

Key Tasks and Responsibilities

• Foster and maintain strong working relationships with colleagues by demonstrating professionalism, courtesy, and maturity.
• Promote a collaborative team environment by encouraging respectful and professional behavior among all team members.
• Continuously develop and enhance the team’s knowledge and understanding of processes and best practices.
• Serve as the first point of escalation for agent queries, customer complaints, and issue investigations, ensuring prompt and effective resolution.
• Organize, coordinate, and lead team meetings to facilitate communication, alignment, and team engagement.
• Actively listen to and respond to feedback from both the team and customers, driving improvements where needed.
• Monitor, manage, and continuously work to enhance agent performance, ensuring high service standards.
• Identify training needs and deliver structured training sessions to ensure all team members fully understand departmental processes.

Skills / Attributes Required

·       Strong customer focus, ensuring high-quality service delivery.

·       Excellent communication skills (both written and verbal), with the ability to engage professionally and confidently in English across all levels.

·       Ability to inspire, motivate, and lead a team toward delivering exceptional managed services.

·       Proven ability to earn trust and respect from internal and external stakeholders, including customers, colleagues, and management.

·       Strong organizational skills to manage tasks efficiently and effectively.

·       Keen attention to detail, ensuring accuracy and consistency.

·       Exceptional problem-solving skills, with a proactive approach to resolving issues.

Technical: 

Proficient in Microsoft Office products and other relevant tools.

Behavioral: 

• Collaboration: Works effectively with colleagues, fostering teamwork and shared success.
• Accountability: Takes responsibility for decisions, actions, and results.
• Adaptability: Responds positively to change and is flexible in dynamic environments.
• Initiative: Proactively identifies opportunities for improvement and takes action.
• Planning & Organizing: Manages time and resources efficiently to meet objectives.
• Delegation & Empowerment: Effectively assigns tasks and empowers team members.
• Managing Change: Leads and supports change initiatives within the team and organization.

Qualifications [EDUCATION and/or EXPERIENCE]

·       Minimum 2 years of experience in the Customer Service/ Technical Support/Telco or similar field.

·       2-3 years of team management experience, with a proven ability to lead and develop a team.

·       Demonstrated track record of successfully applying the skills and competencies outlined in this document.

·       Previous experience working with Ticket Logging systems, SaaS or Sales fields.

·       Strong Customer Service and Support skills, ensuring a high standard of service delivery.

·       Proficiency in Microsoft Office applications.

·       Flexibility to work on a shifting schedule, adapting to business needs.

Languages

·       English - strong speaking and written for conversational purposes

Benefits

What we offer:

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment