Teamleiter für MOC (m/w/d) Onsite/Bursa

Job Track Description:

- Performs business support or technical work, using data organizing and coordination skills.
- Performs tasks based on established procedures.
- In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

Proficient in a range of operational processes through prior job-related experiences and training.

Completes assignments and guides the work of peers and other team members.

May work cross-functionally, in different areas when necessary.

- Proposes improvements to processes and methods.
- Works within established procedures and practices.

Functional Knowledge

- Has developed skillset in a range of processes, procedures, and systems
- Acts as a technical expert in an area.

Business Expertise

- Understanding of how teams integrate and work best together to support the achievement of company goals

Impact

- Impacts own team and other teams whose work activities are closely
- Impacts the end-user for a more efficient and pleasant experience.

Leadership

- Serves as a team head and may allocate work.
- May give subject matter guidance to junior team members.

Problem Solving

- Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

- Exchanges ideas and information effectively.

Warm and patient demeaner, showing empathy and understanding to the end user.

Responsibility Statements

- Provides customers with information that is specialized and communicated in warm empathetic manner.
- Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
- Identifies customer needs by referring to case notes, examining each as a specific case
- Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.
- Provides customers with information that is specialized and communicated in warm empathetic manner.
- Gathers all necessary information to update the database
- Explains company policies to customers as required
- Guides end-to-end resolution of customer issues, seamlessly and efficiently
- Supports and mentors less experienced team members
- Performs other duties as assigned
- Complies with all policies and standards