Team Leader Technical Support - Johannesburg, South Africa - LexisNexis

LexisNexis

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Technical Team Leader - Job Summary:

The Team Leader will help execute the following, but not limited to, employee performance management, training & development, and reporting.

He/she will also be responsible for effectively and efficiently completing all projects and tasks through effective project and stakeholder management.

Accountabilities:
Leadership

To lead by example, building a "winning team" culture, championing a positive outlook across the department
Lead a multifunctional team of Technical Support representatives to deliver on operational objectives
Lead on and promote a customer centric "Customer First" culture throughout LN, bringing customer intelligence back into the business
To ensure regular communication, encourage team input and involvement and to encourage innovation
Identification & development of key team members, ensuring their readiness for next steps
Identify and address poor performance
Manage the performance and development plans and training requirements for the team, providing coaching & support on an ongoing basis
Provide reports to the operational manager on key metrics, customer specific issues, and employee feedback.

Drive Operational Outcomes and Regional Success

Track and analyze team performance data, review with team and use this to drive performance improvements.
Analyze activity data to identify opportunities to maximize impact of Technical Support engagement.

Strategic Partnership with Various Stakeholders

Ensure a proactive and consultative relationship with all business units supported
Continuously explore opportunities to partner with and support the stakeholders while ensuring continuous growth and upskilling of self and team members
Proactively partner with operational manager to develop processes and procedures to improve customer service and meet changing business needs.

Operational Improvement

Stakeholder management conduct regular operations review and execute action items agreed with the business unit.
Manage multiple projects simultaneously, proactively reprioritizing when necessary as determined by competitive issues.
Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions
Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage daytoday operations
Experience in clientfacing organizations and in delivering world class customer service
Customer centric and champion voice of market in business strategy and product/service priorities, increasing customer value and engagement.
Experienced in working crossfunctionally to create high performance organizations
Champion diversity and representation across as well as leading proactive succession planning and talent management to improve customer outcomes.
Ensure best practice and governance and adherence of self and team to all relevant policies and procedures.
Curious about everything, willing to ask questions and challenge the status quo to provide better customer, employee and business outcomes.

Qualifications:

Bachelor's degree; or equivalent experience
2+ years of experience coaching others in a customer support environment
Excellent process, technical, and analytical skills
Ability to break down complex and ambiguous problems into concrete, manageable components and think through optimal solutions
Coordinates the efforts of various internal and external resources to get problems escalated and influence business, product, and service direction
Ability to deliver results within defined timeline
Ability to effectively establish and maintain professional relationships with diverse customers and internals
Ability to make informed decisions and to work crossfunctionally to ensure timely, successful project completion
Detailoriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources, as needed
Thoughtful and proactive; can listen beyond what is being asked
Ability to plan, organize and execute project deliverables
Ability to lead through influence
Strong listening skills; open to input from other team members and departments
Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally
Ability to work with mínimal supervision; takes high degree of ownership over their work
Strong organizational, motivational, and teambuilding skills
Nonpolitical, getitdone attitude and approach
Enjoys digging into complex operations to resolve complex challenges
Clear communicator with professional presence
Ability to work nontraditional hours to support a global organization