Team Lead SMS

HCL Tech customer is a multinational oil and gas company that provides energy, lubricants, and chemicals, and is one of the world's largest integrated companies. Formed in 1999. The company produces a wide range of products, from fuels and synthetic lubricants to petrochemicals like polyethylene and polypropylene. We are looking for a dynamic Team Lead (SMS) to manage operations, drive performance, and foster team development. This role is critical in ensuring smooth end-to-end processes and maintaining strong client relationships.Job Summary Team Leader is a position responsible for customer interaction and back-office activities for a dynamic business. Participates in and manages a team that processes tasks like customer inquiry and service request handling, customer contract administration, customer account activation, order management, supply management support, invoice management, accounts receivable and cash application handling, account management, as well as wet stock management.Works as a Team Leader and where necessary as an Individual Contributor /Expert interacting with various teams across the organization. Other duties and responsibilities:Leads a team of specialists and Subject Matter Experts (SMEs);Approves transactions and managing escalationsSets clear team goals and KPI`sDoes regular performance evaluation and provides feedback. Drive FMEA's and RCA (Root Cause Analysis); Report out daily performance and update all performance logs;Manages 24/7 fair distributed shift schedule adhering to Bulgarian Labor Legislation and business needsCreates a healthy and motivating work environment and atmosphereApproves and manage leaves, payroll inputs, etc.Assists in recruitment of fresh talent.Actively works with the Human Resources team and with the Service Delivery Management of the team on various cases within the team (hiring, promotion/changes, terminations, performance improvement, disciplinary measures for staff, etc.)Assists teams in managing volumes by processing transactions as neededAttends customer requests, customer calls, emails, chat and coordinated with other departments as necessaryAdheres to TAT and accuracy and manage queues and inquiries as per agreed metrics.Participates in process improvement initiatives and automation opportunities.Together with Senior Management and team support create/maintain SOPs (Service Operations Procedures)Performs any ad hoc activities as required. Investigates with the team incidents and creates RCAs (Root Cause Analysis)Education High-school degreeExperience:Relevant experience: 0 – 2 years Skills & Competencies:Language skills: C1 English. Other languages will be considered as an advantageTechnical/Application Skills: Good MS office skills especially ExcelSoft Skills: Strong and able to cooperate with internal and external stakeholders