PRESENTATION OF DEPARTMENT AND POSITION
Within OVH, the CCO department is in charge of providing high-level technical support (paid, free, 24/7) for all of our customers worldwide. We provide technical support (phone, email, social media) for all our offers (Cloud, Telecom, Web).
The CCO department is divided into 6 spheres: Cloud, Web, Telecom, KeepBiz (responsible for customer retention), Professional Services Cloud (in charge of monitoring large accounts) and cross-department projects: workforce management, implementation and management of new tools, and so on.
Reporting to the Head of Universe Customer Services Manager as Team Leader Universe you will manage a team of IT support technicians within a specific product universe. You will optimize the quality and effectiveness of responses provided to customers, supervising individual and team performance in real time. As a manager on the ground, you will support and advise your team on a daily basis.
MAIN RESPONSIBILITIES AND TASKS
– Closely manage a team
o Lead, motivate and challenge your team on a daily basis, helping them meet individual and team targets
o Ensure best practices are followed in terms of customer relations
o Help develop the skills of IT support technicians: listen in on phone calls and give briefings/feedback based on the Voice of Customers (VOC) teams’ reports
o Monitor employees’ professional development, e.g. work with technical advisers to define training measures
o Participate in the recruitment of your team and help new employees to integrate
– Organize and manage operations
o Implement and monitor organizational and operational processes to ensure customer satisfaction
o Explain company and product universe objectives to team members
o Identify and relay needs and problems (systems, staff…) and help find the right solutions
o Work in synergy with quality managers, project teams, the WFM (Work Force Manager), mission control and other relevant business partners depending on the subject
o Produce weekly/monthly assessments of your team
o Analyze individual and team performance using key indicators (productivity, absenteeism, turnover…)
o Track and adjust workload based on employees’ skills and expertise
o Produce reports (in the form of dashboards) on completed and ongoing activities, as well as quantitative and qualitative team results
o Participate in launching and further developing new activities
Practical skills
– Excellent knowledge of the products in your universe (Cloud: dedicated servers, VPS, Public Cloud…; Web: domain names, shared hosting, webmail…; Telecom: VoIP, xDSL and variants…) and related technical environments
– Knowledge of Windows Server and Linux operating systems
– Very good understanding of customer relations, related jobs and technical constraints
– Team management
– Fluent English (B1 level or equivalent)
Personal skills
– Ability to lead and motivate a team on a daily basis
– Sense of customer service
– Good teacher and listener
– Dynamic and enthusiastic
– Interpersonal skills
– Ability to react quickly and make decisions
– Ability to adapt to a challenging environment and energize the teams
Experience
– 3-5 years’ higher studies in Computer Science or Management/Business
– Experience relevant to the product universe (Cloud, Web, Telecom, KeepBiz) acquired in the IT sector (software editor, cloud hosting provider, telecom operator, IT services company…)
– 3-5 years’ experience in customer relations and team management
– Passion for IT
Empresa: OVHcloud
Local: Lisboa
Tipo: Full-time;
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