Technical Call Center Team Leader and Project Manager

Our Company Technogym is a world-leading brand in wellness and fitness, known for innovative solutions that inspire people to live healthier lifestyles. We are dedicated to excellence, not only in our products but also in the services we provide to our clients and partners. Known all over the world as "The Wellness Company", our goal is to help develop the philosophy of fitness and well-being and turn it into a true lifestyle. To do so, Technogym provides people with gym equipment of the highest quality, together with other services like content and programs. Technogym’s outstanding fitness products are equally chosen by individuals for their home gym equipment, and by large organizations, professional sports teams, and medical centers for our unmatched quality and reliability. This is partly a direct result of the decades of experience gained as the official supplier to nine Olympic and Paralympic Games, from Sydney 2000 to Milano Cortina 2026. Anyone choosing Technogym is choosing to train on equipment that is designed for all types of users, from beginners to professional athletes. Technogym inspires 70 million daily users to train using our innovative & engaging solutions for fitness, sport and health. Established in 1983, Technogym has rapidly grown into a success story of over 2,800 employees at 16 branches, expanding to more than 150 countries. Move with us for a better world! Your Role If you thrive working in the Services field and you are obsessed with ensuring care user satisfaction, this is the position for you! One of Technogym’s goals is to satisfy 100% of our customers and end-users. Our Services teams are always aiming to improve their service quality, to provide the best fitness experience anywhere. We are looking for a hands-on and results-driven Technical Call Center Team Leader, who will play a crucial role in company growth, by managing the Technical Customer Service Tier 2 team which focuses on more digital/technical matters. Additionally, you will be responsible for implementing process and performance quality management to move the function forward as a center of excellence. In this role, you will lead by example and provide coaching and regular feedback to your team. This position works on-site at our Jersey City offices. Your Impact Guarantee the ultimate customer experience through excellent online technical assistance Manage customer relationships at an operational level, coordinating information, data requests and delivery Ensure that customers are happy and always satisfied by always providing prompt responses and solutions to their requests Monitor the Departments’ KPIs on a weekly basis, taking action to ensure targets are achieved Organize team schedule and shifts to guarantee maximum availability for customers Identify improvement areas for processes and systems to meet customers' needs Collect feedback from customers and share it with the team in a structured way Provide training to new team members and whenever some refresh is needed, to ensure compliance with internal policies Guarantee accurate, reliable data in the CRM system, avoiding reworking and inefficiency Consistently provide day-to-day motivation, creating a lively working atmosphere 25% of the time - oversee project managment for one off projects such as new process rollouts or process improvements About You What you should bring 5 years prior experience in a similar role Proven people management experience with the ability to engage and motivate a high performing team Knowledge of (phone) customer service techniques, communication & negotiation skills Knowledge of customer service practices and principles Long term customer relationship approach Ability to identify process improvements Knowledge of CRM management - SAP/Salesforce/ServiceMax would be plus Prior experience project managing process improvements and implementation of new workflows What We Offer; Base salary $75,000 - $80,000 Comprehensive medical, dental, and vision insurance - effective first day of employment 401k with company match PTO - vacation, sick, and holidays On-site gym Technogym is an Equal Opportunities Employer We are an equal opportunity employer and value diversity at our company. We welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.Discover your potential with a career at Technogym, where work means loving what you do, taking on challenges, learning from others, sharing a vision and making it come true