We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.Job DescriptionAs a Team Leader, you are responsible for ensuring consistency of approach & process across all Customer Support teams.What you will do:Provide strong leadership and guidance to the teamMotivate, coach, inspire and develop everyone within the teamEnsure that support cases are prioritised in line with agreed parametersTake ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where requiredManage the performance and development of everyone within the team, incorporating 1:1 reviews, supporting personal development plans, ongoing coaching, and conducting 6 monthly and annual performance development reviewsProactively manage and plan the resolution of all outstanding customer support cases within your area of remit, driving resolution %, while effectively managing aged support cases with up-to-date plans to resolve all outstanding casesEffectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand, reassessing plans on an ongoing basis and making necessary adjustments to shrinkageWork with the support manager to ensure thorough induction procedures for new startersAs part of the leadership team, drive improvements and create enthusiasm regarding changeFoster an environment of continuous improvement and development, measuring successDrive the achievement of SLA's and KPI's, including measuring, monitoring, managing, and communicating, setting SMART objectives to support key areas of focusComply with the company's information and security requirements and all business procedures, policies, and ISO/BS standardsQualificationsIt would be desirable to have a Bachelor degree in a relevant fieldPrevious experience of working as a Team Leader or Manager in a SaaS software business would be desirableYou like to interact & build relationships with people at all levels and are able to manage multiple prioritiesExcellent data reporting, presentation and communication skillsClear focus on customers, performance, and resultsHigh level of initiative and responsibility, self-reliant actionYou have an excellent knowledge & grasp of the Customer Support processYou like to work together and learn a lot from an experienced teamYou love to work on your own while also feeling proud to be part of a team and achieving success togetherSQL KnowledgeWilling to work hybrid (2 days/week) in South JakartaNice to have:Knowledge on any given ERP module would be an assetKnowledge or experience with ServiceNowPrevious experience of working within Corporate ITITIL knowledgeProject Management SkillAdditional InformationWe offer:A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work; we trust you to deliver results - thus, we have an unlimited vacation policy. In addition, you can continue to grow your career into other positions and, for example, handle the cloud environments for our customers based on Azure infrastructure.
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