Role: Technical Implementation Team Leader (North America)

Location: Manchester

Hours: 1pm – 10pm(in line with North America)

Package: up to £37,000 OTE

Role Summary & Purpose

Is responsible to oversee the progress of the day-to-day operations of their TI team. The Team Leader works to reduce critical backlogs. The role also includes TI duties day to day. The Team leader is also responsible for the process of training new hires.

Essential Responsibilities

• Taking direct responsibility to resolve priority, complex, ad-hock requests, or unusually time-consuming cases. (This may include managing either directly or via a coordinator)
• Provide direct support and resources to reduce critical backlog of cases
• Completion of day-to-day casework as per the CX Technical Implementation Coordinator role.
• Offers insight and feedback to line manager on day-to-day practices, issues or improvements that can be made from an Implementation consultation level.
• Process training for new and current hires.
• To encourage and make sure your team are on track to hit KPI’s
• To provide a weekly summary to the manager on numbers, what’s going well, what’s not going well.
• To escalate any issues to line manager
• To attend regular meetings with Engagement and Activation Managers
• To prepare for staff annual leave and the redistribution of casework.
• Monitor teams’ performance, identify additional training needs, make sure everyone is following correct processes.
• To carry out monthly 1-2-1’s with team

Required Experience:

• Experience of high achievement in the CX Implementation Consultant role
• Key accounts experience
• High Skill set in a multitude of portal-based systems
• Familiarity communicating, supporting, and consulting clients and account management via phone or email.

Required Competencies:

• Senior skills both knowledge and experience based within the CX Implementation role.
• Excellent communication and administrative skills
• Strong sense of urgency and comfortable closing high volumes of case work
• Dedicated team player with drive and initiative
• Strong organizational and detail orientated skills
• Leadership attributes

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ – strengthening their business identity in the most memorable, emotive way.

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