Technical Call Center Team Leader

Technical Call Center Team Leader

Location : Jersey City (New Jersey), NJ, US

Function / Branch : Others

Type of contract : Permanent Employee

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

We are looking for a hands-on and results-driven Technical Call Center Team Leader who will be responsible for managing the Technical Customer Service Team, handling escalated cases, and implementing processes and procedures that will help move the function forward as a center of excellence. This role works on-site at our Jersey City offices and reports directly to the Technical After Sales Director. In this position you will work cross functionally across various departments, as well as serve as a coach and mentor to the Call Center team.

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 experience anywhere.

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

About You

5 years experience in a similar role

Bachelor's Degree or equivalent work experience

Knowledge of 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

Ability to work on-site at our Jersey City offices 5x / week

Technogym is an Equal Opportunities Employer

Technogym is an equal opportunities employer. 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!