Team Leader
- Hiring Organisation
- MSX International Limited
- Location
- Colchester, Essex, United Kingdom
- Employment Type
- Permanent
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). … 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 ...