Lead and manage a team of agents (Helpdesk Engineers, Parts and Logistics Specialists) to deliver high-quality service to dealers and customers. Ensure team performance, operational excellence, and continuous improvement in line with project objectives. Key Activities and Responsibilities 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. Qualifications Experience: Experience in Problem-solving, fault-finding, and resolution. Experience in a diagnostic environment and troubleshooting technical issues. Depending on the Helpdesk, Qualified to Senior/Master Technician/IT Qualification. Customer service experience. Experience in Team leadership. Minimum 5 years experience supporting remote office and end users. Knowledge: Automotive aftersales operations with focus on Technical Helpdesk (THD) and Parts and Logistics. KPI/SLA frameworks for dealer support, case handling, a