Team Leader

Team Leader in Colchester

Colchester Full-Time No home office possible

Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives.

Key Activities and Responsibilities

Supervise and coach a team of frontline agents (technical, and parts).
Monitor team performance against KPIs and SLAs.
Conduct regular one-on-one meetings, performance reviews, and feedback sessions.
Provide training, guidance, and support to team members.
Handle escalated cases and complex issues from agents.
Ensure adherence to processes, policies, and quality standards.
Coordinate with other Team Leaders and departments for cross-functional collaboration.
Analyze performance data and implement improvement actions.
Support recruitment, onboarding, and development of team members.
Report on team performance, challenges, and achievements to management.

Qualifications

Experience :

Experience in Problem-solving, fault-finding, and resolution.
Experience in a diagnostic environment and troubleshooting technical issues.
Depending on the Helpdesk, Qualified to Senior / Master Technician / IT Qualification.
Experience in Team leadership.
Minimum 5 years experience supporting remote office and end users.

Knowledge :

Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts & Logistics.
KPI / SLA frameworks for dealer support, case handling, and parts service levels (fill rate, order accuracy, lead time).
OEM policies, procedures, and systems used by Helpdesk and Parts teams (technical knowledge bases, DMS / ERP, ticketing / CRM).
Escalation workflows, case lifecycle, and quality standards in technical support and parts processes
Warranty / parts interactions : causal part identification, returns / traceability, pre-approval impacts on parts flow.
Workforce management principles : coaching, performance management, skills matrices, scheduling.
Customer experience metrics and principles (CSAT, first-contact resolution, fix-it-right-first-time)

You can learn more about MSX International on our website : MSX International