Team Leader - ServicePoint (m/f/d) (38135287)

TN Germany; Frankfurt; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Zusammenfassung

A leading company in Frankfurt is seeking a Team Leader for their ServicePoint team. This role involves managing helpdesk agents, ensuring quality support, and fostering team development. The ideal candidate will have strong leadership and technical skills, with a focus on customer satisfaction. Flexibility for travel is required.

Qualifikationen

• Proven experience as a team leader or supervisor in helpdesk or customer service.
• Certifications in customer service, technical support, or leadership are a plus.

Aufgaben

• Supervise and monitor daily activities of the ServicePoint team.
• Handle escalated and complex issues, liaise with other departments.
• Train and coach team members for professional development.

Kenntnisse

Communication

Leadership

Analytical Skills

Problem Solving

Customer Orientation

Ausbildung

Relevant Educational Background

Jobbeschreibung

Social network you want to login/join with:

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Client:

ODDO BHF

Location:

Frankfurt, Germany

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

0b78e401822f

Job Views:

1

Posted:

13.05.2025

Expiry Date:

27.06.2025

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Job Description:

The ServicePoint, comprising five members including the Team Leader, provides local support to the bank's users in Germany and to the group's various sites in Europe. Its main mission is to provide assistance, in particular by resolving incidents on site, installing IT equipment and videoconferencing systems, distributing IT equipment, moving equipment, and managing stocks.

As a team leader, you will be responsible for managing a team of helpdesk L2 agents who provide technical support to our user ODDO-BHF. You will ensure that the team meets quality and performance standards, and that the user ODDO-BHF receives timely and satisfactory solutions to their issues. You will also coach and mentor team members, and provide feedback and guidance to improve their skills and knowledge.

• Supervise and monitor the daily activities of the ServicePoint team, and assign tasks and priorities.
• Ensure that the team adheres to policies and procedures, and follows best practices for customer service and technical support.
• Handle escalated and complex issues, liaise with other departments or external partners when necessary.
• Analyze and report on the team's performance, and identify areas for improvement and optimization.
• Provide regular and constructive feedback to team members, and conduct performance appraisals and reviews.
• Train and coach team members, facilitating their professional development and career growth.
• Resolve conflicts within the team and foster a positive work environment.
• The team leader should be operational and on the ground, given the size of the team.
• Be flexible as travel is required to different locations.

Minimum requirements include proven experience as a team leader or supervisor in helpdesk or customer service, excellent communication and interpersonal skills, strong technical knowledge, high customer orientation, good analytical and problem-solving skills, ability to work under pressure, leadership skills, and relevant educational background or work experience. Certifications in customer service, technical support, or leadership are a plus.