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

Technical :

Proficient in Microsoft Office products and other relevant tools.

Behavioral :

Qualifications [EDUCATION and / or EXPERIENCE]

Languages

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.