Team Leader for GSS EMEALeading a team of 4 Translators and 19 Engineers on to day to day work flow, in coordination with other 3 Team Leaders.Initial point of escalation for customers: Troubleshooting queries relating to customer complaints. Assisting / resolving internal escalations Initial point of contact relating to escalations for the team for non-technical issues. Monitor coverage on the linesAllocate and utilise the correct resources during urgent, critical situations. Support and monitor the communication with other GEOs TL/managers Mentoring: Liaising with mentors and mentees to ensure their relationship is active / effectiveLiaise with management for organizing and ensuring coverage during holidays and emergencies Ensure all relevant employees have access to process-flows and maintain updated documentation (either own it or delegate) Arranging huddles for the team on a daily basis for sharing updates and taking feedbackScheduling weekly meetings with the team to ensure strong communication on each members’ responsibilitiesParticipating in the interview process of new candidates.

Translation of Spanish <> English technical related issues: Knowledge articles, communication messagesExternal call handlingCreation of team procedures for Language Support Specialists to ensure process transparency across the team. Creation of technical articles resulting from solutions to customers problems found via myself / engineers Reporting: Individual workload, overall workload distribution in the team, effect of changes implemented to procedures.

Ensure proper execution of team processes (responding to “audit tickets on servers” and completing them before a server is delivered to a customer).Manage education (Processing education requests for internal customers)Propose & implement process improvements Run defect detection reports and trouble shoot issues that ariseAssist on the process execution to Operating teams and Service ManagementDrive quality analysis procedures and create KPI's to measure performance

Ensure proper execution of team processes (related to management of customer tickets which involved making changes / additions to customer servers)Manage education (processing and providing education requests for internal customers)Propose & implement process improvements Run defect detection reports and trouble shoot issues that ariseAssist on the process execution to Operating teams and Service ManagementDrive quality analysis procedures and create KPI's to measure performance