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Team Leader Technical Support

1 month ago

Johannesburg, South Africa LexisNexis Full time

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 multi-functional 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 day-to-day operations
- Experience in client-facing 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 cross-functionally 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 cross-functionally to ensure timely, successful project completion
- Detail-oriented, 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 team-building skills
- Non-political, get-it-done 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

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