Team Leader

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.
• Customer service experience.
• 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