Teamleader (m/w/d)

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

With over 5,000 employees, we are represented globally in more than 80 countries and apply our expertise in the following areas:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven success has led us to work with almost every automotive manufacturer on the market.

The MSXI Purpose
To empower Movers and Makers to thrive in our ever-changing world.

The MSXI Mission
To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable, and innovative solutions.

The MSXI Vision
To be the clients' first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

Job Description

About the position

Lead and manage a team of agents (Helpdesk Engineers, Parts & Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives.

Your tasks

• Supervise and coach a team of frontline agents (technical, and parts).
• Monitor team performance against KPIs and SLAs.
• Conduct regular one-on-one meetings, performance reviews, and feedback sessions.
• Provide training, guidance, and support to team members.
• Handle escalated cases and complex issues from agents.
• Ensure adherence to processes, policies, and quality standards.
• Coordinate with other Team Leaders and departments for cross-functional collaboration.
• Analyze performance data and implement improvement actions.
• Support recruitment, onboarding, and development of team members.
• Report on team performance, challenges, and achievements to management.

What we offer

• Collegial environment with flat hierarchies
• Laptop, mobile phone
• Attractive compensation and development opportunities
• Insight into the processes of an international OEM
• Training opportunities: Support for professional and personal development
• Work environment: A dynamic and supportive workplace
• Work-life balance: Flexible working hours and home office options
• Additional benefits: Company pension plan, health programs, and subsidy for Urban Sports Club
• Capital-forming benefits: From day one

Qualifications

• People leadership: coaching, feedback, motivation, and conflict resolution.
• Clear, concise communication tailored to technicians, parts staff, dealers, and senior stakeholders.
• Customer-centric mindset with ownership of outcomes and service recovery where needed.
• Analytical problem solving; structured thinking under pressure and in high-volume environments.
• Planning and prioritization; manages shifting priorities while meeting deadlines and SLAs.
• Collaboration and influence; drives alignment and effective cross-team handoffs (THD Parts).
• Continuous improvement mindset; proactively identifies gaps and implements sustainable fixes.
• High attention to detail and consistency in applying policies, procedures, and quality standards.

Additional Information

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.