Technical Assistance Centre Manager

A leading designer, manufacturer and marketer of lightweight communications headset products with European headquarters in Hoofddorp.

Responsibilities

* Manage a team of 10 to 15 Tier I & Tier II technical support representatives.

* Lead development and implementation of best practices, technology, and solution to achieve operation excellence and customer support availability 24/5.

* Identifies and resolves system and procedural problems by networking with other departments' world-wide, participating on task forces and recommending policy changes.

* Keep track of attendance, daily statistics, paid time off, sick time, etc.

* Recruit new staff and schedule existing staff to meet service level objectives.

* Develop contests, awards and themes that increase agents' loyalty and focus.

* Produce a monthly "status report" outlining your team's performance and growth.

* Attend monthly meetings with other departments as needed to review call center operations. Specifically meet with at least the following teams

* Produce performance reviews as established by the Post Sales Support Manager.

* Create effective channels of agent feedback.

* Perform other duties as required.

Requirements and Experience: 

* Requires a minimum of 3+ years of related experience. Two years in a high volume customer support environment with at least 2+ years of supervisor experience. 

* Must have the ability to supervise in a call center technical support environment with customer service focus and interact with world-wide TAC organizations. 

* Demonstrated Advanced Support Experience 2-4 years highly desired.

* Knowledge of Microsoft office applications (Outlook, Word, PowerPoint and Excel) required.

* Must have strong leadership, team building, project management, technical and interpersonal skills. 

* Requires an individual with excellent verbal and written communication, customer service and organizational skills.

* Excellent diagnostic and problem-solving skills are required. 

* This individual must be able to work independently and as part of a team. 

* Candidate also needs to able to effectively prioritize their workload and be able to multi-task.

* Needs to be excellent in communicating in English, both oral and in writing. Additional languages are a pro.

 Education

HBO degree or equivalent experience

For all vacancies it is essential that you have a fluent spoken and written level of the English language. We also welcome applications from abroad. If your application is successful, we will assist you in finding accommodation in The Netherlands.

Please note that only candidates with a valid work permit for the Netherlands will be considered.

We will be looking forward to receiving your CV, preferably through our website:

www.abroad-experience.com/cv

You can also call us:

Amersfoort: +31 (0)33 479 3095

Amsterdam: +31 (0)20 584 8565

The Hague: +31 (0)70 388 7444

or send an email to:

abroad@abroad-experience.com