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TEAM LEADER SOLUTION CENTER

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. 

Job Overview

Team leader – Solution Center is responsible for continuing to drive transformational customer centric strategies geared around delivering extraordinary customer experiences and driving sales growth for the team, while continuing the transformation of our Customer Care organization to a Universal Servicing Model including Care, Technical Support and revenue generation. The Team leader would be also responsible for delivering a level of service & driving unsurpassed growth which builds strong customer relationships to make TE the supplier of choice.  
The Team leader must possess strong coaching and development skills to provide his/her team an “extraordinary experience” that engages them and drives superior outcomes for our Customers

Role and Responsibilities 

Own and be accountable for achieving specific departmental objectives and in meeting both sales and Customer Experience goals of your team.
Equip your team to develop, enhance and grow customer relationships through lead generation, building an opportunity pipeline, nurturing customers through their buying journey and driving customer loyalty. 
Observe and coach your team in their work activities, providing immediate feedback through coaching discipline and following up to ensure appropriate actions are taken by the team
Recruit new talent and develop a strong talent bench that will embrace the vision and transform the organization.
Champion transformation initiatives and positively drive the change initiatives within the team.  
Drive operational excellence and continuous improvement mind-set within your team. 
Grow and nurture your team by providing inclusion and engagement opportunities, as well as developing them for their future careers.  
Liaising effectively with various internal business partners like engineering, planning, and sales to resolve Customer inquiries and requests

Key Performance Measurements: 
Strategy, Execution and Talent (SET)
Select Revenue & New Customer Acquisition
Customer Effort Score
First contact resolution
Efficiency/Productivity Improvement
Employee Engagement
Attrition Rates

Competencies/Skills: 
Customer ‘centric’ and sales mind-set
Business Acumen
Consultative Selling experience & skills
Ability to lead team spread in different countries within your region
Servant Leadership
Result oriented
Ability to maintain progress on multiple tasks, set priorities, and manage time effectively
Ability to adapt, be agile and drive change
Strong communication (written and verbal), persuasion and interpersonal skills
Ability to establish strong business relationships with other Business units and cross functional departments
Ability to influence without authority
Collaborative, ability to build strong relationships with cross-functional partners within a global and diverse organization.
Demonstrate proactive positive attitude and instill the same within the team.

Required Qualifications, Experiences and Knowledge:
Previous experience working in a contact centre environment 
Proven success record of change management efforts in Customer Care & Sales
Proven experience of leading large and multi layered teams
5+ years of professional experience in a multi-national Customer Care or Sales operations role, with at least 2 years of relevant experience.
Demonstrated experience in working effectively and directly with all levels of the organization
Industry specific experience is a plus
Language proficiency: English (Must), German (Must), Netherlands (nice to know)
Bachelors degree required 
 

What your background should look like:

Competencies

Building Effective Teams
Managing and Measuring Work
Motivating Others
SET : Strategy, Execution, Talent (for managers)
Values: Integrity, Accountability,Teamwork, Innovation
Location: 

SHANGHAI, 31, CN, 200233

City:  SHANGHAI
State:  31
Country/Region:  CN
Travel:  10% to 25%
Requisition ID:  64461
Alternative Locations: 
Function:  Customer Service


Job Segment: Engineer, Sales Operations, Manager, Pre-Sales, Engineering, Sales, Management, Customer Service

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