Customer Service Team Lead

Job Description

What makes Gartner Research & Advisory a GREAT fit for you? When you join Gartner, you’ll be part of a leading-edge team that values expert insights, bold ideas and intellectual courage. You’ll deliver must-have research through compelling client interactions, and contribute to our double-digit growth by providing clients the unbiased insight and advice they need to make the right decisions every day. Through constant learning, discovery and collaboration, you’ll help clients deliver on their mission-critical priorities, grow your career and increase your industry impact. We value hard workers — and reward you with unlimited opportunity. If you’re looking to explore what’s next in technology and business, Gartner is looking for you.

In this role of Team Lead, you will lead, coach & develop a small team. Your team is responsible for linking our valued clients with the correct Gartner Analyst in order to resolve their query and add value for them. This will involve a lot of communication between various stakeholders so you will need to be an outstanding communicator and workforce manager to ensure that your team is operating at maximum effectiveness.

Job Scope:

• Lead, manage and develop a small team of 5-6 associates
• Manage the workload of associate to ensure needs of internal and external clients are met in a timely manner and daily service level targets are attained
• Define and communicate goals and objectives in alignment with the RES vision
• Manage, mentor and motivate associates through individual development planning, performance management and fostering an inclusive and productive working environment
• Overall accountability for team performance. Manager the workload of associates to ensure needs of internal and external clients are met in a timely manner and daily service level targets are attained
• Clear understanding of Research and RES service tools, applications and processes along with the ability to discuss and articulate these to other business units
• Identify and cultivate up and coming talent across the organization in order to create a strong leadership team and talent bench across the organization
• Recognize potential service impacts to the business before they occur and take proactive measures to ensure business continuity
• Directly manage all complex queries for clients and internal stakeholders

Requirements:

• Completed degree
• 4-5 years in client/customer service management experience
• Strong interpersonal relationship building skills
• Thorough process understanding, data collection & analysis
• Excellent verbal and written communication skills
• Ability to prioritize, problem solve and handle multiple requests concurrently
• Process-driven, methodical and high attention to detail
• Ability to coach, motivate and guide individuals to high performance

Job Requisition ID:42504

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