Crc Team Leader Milano

Crc Team Leader
Milano
Lombardia, Milano

_Are you our new CRC Team Leader? _**:

**Purpose of the Position**:

The Team Leader coordinates the operational activities of the CRC according to the project standards and in compliance with the service contract. Coordination is expressed in the operational management of the project resources in terms of planning, support and control.

**Duties and Responsibilities**:

Main duty is to succeed at the following tasks:

- Handle Customer requests through various channel and different platforms;

- Plan the individual annual and monthly objectives of the resources and any actions necessary to ensure the achievement of the SLA;

- Monitor the daily, weekly and monthly performance of the resources in compliance with the SLA;

- Define the training plan for the project resources;

- Perform the operational project induction for new resources;

- Coach the resources;

- Evaluate the effectiveness of the training and training plan of the resources, as well as evaluate the performance and development potential of the resources (PMDP) sharing the evaluation with the Project manager;

- Escalate to the Local Delivery Leader for the management of critical cases in accordance with the escalation process;

- Provide guidance to advisors on the management of issues not covered in the project's operating procedures;

- Approve commercial gestures in accordance with the Policy Procedure and the Segregation Duty;

- Supervise the pre-litigation activity in accordance with the project procedures;

- Monitor and control the expenditure incurred for commercial gestures (out of warranty and courtesy cars) in accordance with the assigned budget;

- Plan and conduct weekly project meetings, always ensuring the recording of the minutes;

- Propose to the Local Delivery Leader any corrective actions and/or improvement actions (CAR - HMCI Roadmap) of the project Operating Procedures;

- Report to the Local Delivery Leader potential critical situations and/or resource behaviors not in line with company policies and/or project standards;

- Manage project documentation (templates, registrations, tandems, procedures, etc. ) in accordance with Business Excellence requirements;

- Ensure the achievement of the CRC objectives in compliance with the SLA and Company Policies;

- Ensure that the management of the team's customer contacts is carried out according to the Project Procedures and in compliance with the SLA and Company Policies;

- Ensure compliance with the budget for commercial gestures (out of warranty and courtesy cars) in line with the Policy Procedures and in accordance with the project Segregation Duty;

- Ensure the effectiveness of project training, the correct workloads of resources as well as keeping the requested documents updated and communicating them to the HR department;

- Ensure the management and updating of project documentation;

- Plan and manage the team's tasks in order to ensure the achievement of the project objectives (attendance management, daily closures, etc. );

- Authorize out of warranty and courtesy car extensions;

- Define any actions not foreseen by the Operating Procedures and the escalation process, informing the Project Manager and always ensuring compliance with the Company and Client Customer Policies;

- Undertake the actions necessary for the correct evaluation of the performance and potential of the resources;

- Identify and implement improvement actions, always ensuring compliance with the Company and Client Customer Policies.

Main Responsibility is to:

- Guarantee delivery of best Customer support as detailed and published in the project guidelines;

- Guarantee usage of MSXI business knowledge methodology and guidelines to deliver a high-quality business service;

- Put in place all corrective and preventive actions to ensure project objectives achievement;

- Document, communicate clearly, precisely and promptly and Share with all teams all the best practices to improve Customer handling.

**Authorities**:

Full delegation in all activities related to:

- Deliver actions to achieve personal and team's objectives and deadlines;

- Monitor & control individual results and actions effectiveness.

**Knowledge and Skills required**:

- Basic knowledge in Automotive Industry both Sales and Aftersales Processes;

- Advanced knowledge of legal and procedural items related to the consumer protection legislation;

- Good knowledge of Automotive warranty system and rules.

- Good interpersonal skills with strong negotiation and persuasion attitude.

- Perfect Communication skills, through a wide range of different channel, which covers verbal and non-verbal Communication, listening skills and how we interpret both the verbal and non-verbal messages sent by others;

- Conflict resolution and mediation - working with others to resolve conflict and disagreements in a positive way (Team working);

- Logical thinking to breaking complex problems into their component parts and ability to solve both complex and uncomplicated problems