{"id":76101,"date":"2026-11-01T12:55:09","date_gmt":"2026-11-01T12:55:09","guid":{"rendered":"https:\/\/www.priority-software.com\/?post_type=careers&#038;p=76101"},"modified":"2026-11-01T12:55:14","modified_gmt":"2026-11-01T12:55:14","slug":"service-center-team-lead","status":"publish","type":"careers","link":"https:\/\/www.priority-software.com\/nl\/careers\/service-center-team-lead\/","title":{"rendered":"Service Center Team Lead"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">It provides customers with a comprehensive service, commercial, and operational support layer.<br>The Service Center is the company's central point of contact for customers on a wide range of matters unrelated to technical service calls. It serves thousands of customers through three channels: WhatsApp, a telephone switchboard, and tasks received from the Digital Center.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Overall responsibility for managing the Service Center's day-to-day operations, ensuring service availability, quality, and efficiency, meeting performance targets, and continuously improving the customer experience and operational processes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Responsibilities:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Team management and leadership: Provide professional guidance, mentoring, and development for team members; onboard and train new employees; conduct performance feedback; and implement uniform professional standards for service delivery.<\/li>\n\n\n\n<li>Service quality and customer experience: Handle complex inquiries and escalations, identify recurring failures, improve response quality, and lead initiatives to increase customer satisfaction.<\/li>\n\n\n\n<li>Commercial and operational support for customers: Be responsible for handling collections, price quotes, activity expansion, and the sale of additional products and services to existing customers (upsell), in line with company policy.<\/li>\n\n\n\n<li>Permissions and digital services management: Be responsible for the processes of opening and managing customer permissions for digital channels.<\/li>\n\n\n\n<li>Company and product process expertise: Consistently instill knowledge in the team on topics such as licensing plan renewals, service contracts, customer installations, price increase processes, and product updates.<\/li>\n\n\n\n<li>Performance monitoring and analysis: Track service metrics, response and handling times, throughput, response quality, customer satisfaction, and commercial activity; generate insights and lead performance improvement plans.<\/li>\n\n\n\n<li>Process optimization and technology implementation: Identify opportunities for automation, digitization, and reduction of manual work; define and implement improvements to work processes and the systems that support service, in cooperation with relevant stakeholders in the organization.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Requirements:<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Previous experience managing a customer service team, including direct people management, mentoring, training, and motivating employees to meet targets.<\/li>\n\n\n\n<li>Experience managing service operations in a multi-task, multi-channel environment.<\/li>\n\n\n\n<li>Ability to analyze data and performance metrics, generate insights, and lead improvement programs.<\/li>\n\n\n\n<li>Technological orientation and experience working with information systems, service systems, and BI tools.<\/li>\n\n\n\n<li>Ability to lead process improvement, streamline work methods, and implement digital solutions and automation.<\/li>\n\n\n\n<li>Business and numerical acumen, along with the ability to handle complex commercial and operational processes.<\/li>\n\n\n\n<li>Strong service orientation, assertiveness, independence, and the ability to work with many stakeholders across the organization.<\/li>\n\n\n\n<li>Familiarity with the Priority system \u2013 a significant advantage.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Customer Relations Department is responsible for licensing and operations for Priority ERP customers in Israel and worldwide, including license management, service contracts, and installations. <\/p>\n","protected":false},"featured_media":13131,"menu_order":0,"template":"","careers-category":[63],"careers-location":[450],"class_list":["post-76101","careers","type-careers","status-publish","has-post-thumbnail","hentry","careers-category-customer-service","careers-location-israel-rosh-haayin"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/careers\/76101","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/careers"}],"about":[{"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/types\/careers"}],"version-history":[{"count":1,"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/careers\/76101\/revisions"}],"predecessor-version":[{"id":76102,"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/careers\/76101\/revisions\/76102"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/media\/13131"}],"wp:attachment":[{"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/media?parent=76101"}],"wp:term":[{"taxonomy":"careers-category","embeddable":true,"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/careers-category?post=76101"},{"taxonomy":"careers-location","embeddable":true,"href":"https:\/\/www.priority-software.com\/nl\/wp-json\/wp\/v2\/careers-location?post=76101"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}