GBS SPL EMEA Team Leader

This position is responsible for monitoring and executing the day-to-day operations of the SPL EMEA team. 

Team provides 24 X 7 support for multiple internal and customer support channels providing order fulfillment. This includes coordinating transportation of real-time inventory through multiple organizations and courier networks, investigating service issues, and resolving customer inquiries. 

The Team Leader position is critical to managing day-to-day operations, supervising workflow, ensuring SLA adherence, and driving continuous improvement across both front- and back-office functions. 

Key responsibilities include customer call handling, retrieval of post-sales information, order management from creation to closure, shipment follow-up, issue resolution, and reporting. These activities are essential components of the SPL service offering and directly impact customer satisfaction and performance outcomes. 

Key Responsibilities: 

• Work closely with GBS Operations & Process Supervisors responsible for SPL EMEA process. 

• Manage daily workflow and ensure timely execution of processes. 

• Supervise, coach, and develop team members. 

• Monitor SLAs, KPIs, and performance dashboards. 

• Conduct quality reviews and ensure compliance with SOPs. 

• Handle escalations and resolve operational challenges. 

• Provide regular reporting to leadership and stakeholders. 

• Drive process improvements and support transformation initiatives. 

Qualifications: 

• Excellent communication skills 

• Fluent English is  (written and spoken) 

• Ability to work under time pressure and with strict deadlines 

• Ability to lead a team, organize work and delegate tasks 

• Show professional behavior under all circumstances 

• Attention to details, problem-solving and pro-active attitude 

• Ability to analyze figures and processes 

• Very good time-management skills