Team Leader, Technical Help Desk Support

PRIMARY RESPONSIBILITIES:

• Develop and implement effective management and performance evaluation strategies
• Establish and oversee a Continuous Service Improvement Plan
• Coordinate the preparation and submission of daily, weekly, and monthly reports, including MBR (Monthly Business Review) and QBR (Quarterly Business Review)
• Lead quality management initiatives
• Manage complaint resolution, conduct DSAT (Dissatisfaction) case analysis, and implement Root Cause Analysis (RCA) and corrective action plans
• Oversee all aspects of recruitment, staffing, and foundational training for new hires, ensuring proficiency in English communication, customer service, and technical skills required to meet IEIT standards
• Provide necessary product training for replacement resources to ensure operational continuity
• Supervise initial product training provided by IEIT, including the training of trainers for future sessions
• Manage day-to-day team operations in collaboration with IEIT management to ensure alignment with organizational objective

OPERATIONAL DUTIES:

• Support the Operations Manager by performing management duties in their absence and ensuring smooth operational flow
• Motivate and guide team members, clearly communicating team goals, and identifying areas for additional training or skill checks
• Assist in the hiring process and oversee the training of new team members to maintain high service standards
• Address team member inquiries, resolve issues, and monitor work to ensure adherence to quality and compliance guidelines
• Develop strategies to ensure team members meet company regulations and performance targets
• Conduct regular team meetings to update members on best practices and expectations
• Generate and share detailed reports on team performance, mission objectives, and deadlines
• Ensure that company branding and workspaces meet or exceed presentation standards
• Deliver high-quality customer service by interacting with customers, resolving inquiries, and effectively managing complaints
• Verify and record customer information, including detailed documentation of inquiries, complaints, and resolutions
• Utilize internal systems to manage customer returns, monitor order statuses, provide accurate information, and resolve billing or service issues
• Serve as a support and backup for the call center management team, ensuring continuity and consistency in operations

REQUIRED QUALIFICATIONS:

• Fluency in English with strong communication skills
• Mandarin conversational proficiency is essential, as this role involves managing a project based in China
• Bachelor’s degree in any field
• Minimum of 2 years’ relevant experience in a technical role (experience in a contact center is advantageous) and 1 year of experience in team management
• Demonstrated leadership and team management capabilities
• Performance-driven mindset with a focus on achieving results
• Strong team-building and interpersonal skills, with the ability to effectively communicate at all organizational levels
• Excellent training, coaching, analytical, and problem-solving abilities
• Ability to work under pressure and meet tight deadlines