Centorrino Technologies is hiring a
Phones Team Lead

Summary

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us! This tech company has been recognized as a Great Place to Work in 2024 and is seeking a passionate Phones Team Lead to join their growing team. The role involves supervising the phones team, providing mentorship, managing workloads, and acting as a technical escalation point.

Requirements

• A technical understanding or the ability to learn technological product services quickly
• Understanding technical issues and jargon and translating this back to customers
• Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders
• Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines
• Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly
• Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment

Responsibilities

• Supervise and lead the phones team, including task assignment and workload management
• Provide mentorship, coaching, and support to team members
• Ensure adequate coverage during leave periods and manage team schedules effectively
• Actively assist the team during peak call times to ensure balanced workloads and maintain high service levels
• Oversee the handling of incidents, ensuring they are logged, categorised, prioritised, and resolved within defined SLAs
• Identify training needs and coordinate training programs to enhance team skills and knowledge
• Develop and manage schedules to ensure optimal team coverage and balanced workloads
• Act as a technical escalation point and Subject Matter Expert (SME) for complex issues and queries from junior team members

Benefits

• Hybrid working with team anchor days to support collaboration
• Extensive training and development opportunities that enable continual growth as part of your career planning
• Extensive discounts and benefits to maximise your money
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture