EVA Global is the leading electric vehicle managed services provider committed to maximizing the reliability, availability and accessibility of your charging network. We are the industry’s partner of choice for maximizing charger uptime and utilisation. With our API-first technology platform, EVA Global offers an end-to-end charging solution, from multi-lingual end-user support and ad-hoc payment capabilities to complete infrastructure management services, including commissioning, network monitoring and field service orchestration.
Headquartered in Finland, EVA Global has offices in Spain, Portugal, Germany, Malaysia, and USA (United States of America), serving 60+ partners in three continents. The company comprises more than 360 employees, and we continue to grow. The company currently maximises the uptime and availability of 500K+ partner charge points, solving 100K+ monthly cases, serving 2.6M+ EV drivers in 30+ languages and countries in Europe, North America, and the APAC region.
About EVA Global
EVA Global is the leading electric vehicle managed services provider committed to ensuring the reliability, availability and accessibility of your EV charging infrastructure. We are the industry’s partner of choice for maximizing charger uptime and utilization. With our technology platform EVA Global offers a specialized managed service solution from multilingual end-user and technical support to complete infrastructure management services. -Enabling our partners to concentrate on their core business and augment it by offering a charging opportunity.
Headquartered in Finland, EVA Global has operations centers in Spain, Portugal and Malaysia, serving 70+ partners in three continents. The company comprises more than 360 employees, and we continue to grow. The company currently maximizes the uptime and availability of 1M+ partner charge points, solving 120K+ monthly cases, and serving 2.6M+ EV drivers in 15 languages.
Role Overview
The Team Lead will be responsible for guiding and overseeing a team to ensure high performance and adherence to company standards. This role involves active participation in hiring and mentoring team members, driving productivity, and fostering a positive work environment.
Key Responsibilities
* Assist in setting targets for individuals and teams to ensure optimal performance.
* Participate in hiring, onboarding, and training new employees.
* Provide guidance, answer questions, and offer feedback to staff.
* Anticipate and manage call escalations when necessary.
* Optimize procedures to enhance efficiency and keep the team motivated.
* Measure performance using key metrics such as call abandonment rates and wait times.
* Ensure compliance with attendance policies and established procedures.
* Keep management informed of any issues or challenges.
* Manage project implementation as designated by the Operations Director.
* Oversee administrative project tasks and implement approved strategies.
* Contribute to the development of departmental strategies and plans.
* Act proactively, taking responsibility for results and driving continuous improvement.
* Take part in client meetings If required.
* Foster a collaborative team environment focused on the company’s success.
* Interact with other departments to maximize project outcomes.
* Provide clear direction to the team, ensuring each member feels motivated and engaged.
* Conduct team assessments and performance Q.A. evaluations.
* Ensure compliance with all EVA Global processes, standards, and policies, including GDPR and information security.
Qualifications:
* Proven experience in call center supervision or a similar supervisory role.
* Proficiency in English and German languages
* Strong knowledge of performance evaluation procedures.
* Excellent communication, negotiation, and leadership skills.
* Results-oriented approach with a focus on continuous improvement.