Team manager

Stream International Nordic AB provides technical customer support in the Nordic area. Our customers are high technology companies that have chosen to outsource part of their enterprise. Stream International helps both private- and business customers with technical support. Our Nordic office is located in central Helsingborg where we have 220 employees. We offer technical support in Swedish, Danish, Norwegian and Finnish. We are now looking for a Team Manager. Objective: Manage the delivery of support services and operational requirements of the customer. Work with General Manager to ensure client contractual goals are achieved while providing Technical Support Professional staff with operational support. Work with Technical Support Professionals and Mentors in co-operation with Human Resources to enhance their skills and establish successful career path including business, management and technical opportunities. Close cooperation with the client to provide timely and accurate support according to agreement and further develop the concept of the support. Responsibilities: Ensure that the productivity goals for the team are met, including service level/availability and customer satisfaction. Manage the operational requirements of the client on a daily basis. Monitor call volume and call quality and manage telephone coverage to effectively support customers. Review information received from the statistical reports and respond appropriately. Maintain open communication with all personnel by being available during business hours. Act as a resource for answering questions, resolving product and policy questions. Manage the performance review process within the team. Write and deliver all performance reviews for the team. Conduct monthly one-on-ones. Act as a resource for Technical Support Professionals' development and work to ensure expected quality and productivity levels. Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from Technical Support Professionals. Identify and develop departmental procedures and standards and assure compliance. Complete monthly payroll for all direct reports. Complete special projects as assigned by management. Ability to answer calls if necessary. Personal Success Profile: Effective interpersonal and supervisory skills. Relevant experience in a support function Leadership responsibilities. Experience which demonstrates superior oral and written communication skills, particularly in English. Experience in managing client contacts. Expert knowledge in Excel (working with raw data) Basic understanding of Danish. A university degree preferred. Technical knowledge within the home audio and video equipment is an advantage.