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