UC & Cloud Team Leader

about the role

Core Role Responsibilities:

• Review and suggests potential design enhancements based on incidents’ lessons learned.
• Monitor individual and team performance to ensure high standards of service are maintained.
• Oversee and guide the team in providing accurate, timely, and professional technical support to customers via phone, email, or chat.
• Analyze reoccurring faults and arrange permanent fix plans.
• Provide technical support and guidance to the team as needed.
• Set foundation for continuous technical service improvement & Operations improvements.
• Foster a collaborative and positive work environment that encourages teamwork, knowledge sharing, and continuous learning.
• Provide ongoing coaching, mentoring, and training to team members to improve their technical skills and customer service abilities.
• Escalate issues/incidents to next level and follow-up until closure.
• Ensuring that SLAs are met for all incidents, problems, requests, and changes.
• Ensuring the quality of Incidents.
• Manage roles and services, user permissions, email queues, and dynamic distribution groups.
• Assist team in times of changes & transformations.
• Identify customer success KPI’s.
• Address and resolve escalated customer complaints or concerns promptly and professionally.
• Analyze customer feedback and work with the team to improve customer service strategies.
• Collaborate with other teams (e.g., product, engineering, sales) to resolve customer issues and enhance the overall customer experience.
• Perform day-to-day management tasks.
• Provide innovative solutions to real life business problems.
• Generate the various reports required for operations management.
• Identify opportunities for process improvements and help implement best practices for the team.
• Prepare regular reports for management on team performance, customer feedback, and operational issue