German speaking Team Lead-Lisbon-JID: 304238

Encontrado em: beBee S PT - 2 semanas atrás

Sliema, Portugal SpotOn Connections Tempo inteiro
  • Overall accountability and responsibility for the teamâs performance.
  • Responsible for direct leadership, supervision, development and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service.
  • Provides guidance, support, engagement and coaching to all direct reports along with regular meetings in order to drive performance
  • Monitor and deliver individual and team performance and development reviews. Conducts regular one to one to one meeting with team members.
  • Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files.
  • Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving contact quality and performance metrics.
  • Monitors live or recorded contacts and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership and answers questions accurately and professionally.
  • Ensure all marketing initiatives are directly communicated to the Support team.
  • Review the daily scheduling plan to ensure real time coverage in all areas of customer contact. 
  • Reviews and submits all required reports and staffing requests and maintains transaction reports and attendance/time records.
  • Drive open and transparent communication within the support teams.
  • Assess and ensure excellence as a support standard, constantly. 
  • Responsibility for achieving and reporting on Operational KPIs: service levels, handle times and abandonment levels.
  • Work with the Contact Centre Manager to oversee the training and development of all employees.
  • Taking an active lead in the Customer Support recruitment process conducting interviews to customer advisor and senior advisor levels.
  • Maintain product knowledge whilst offering support to each Customer Support Agent & Lead Agent.
  • Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.
  • Participates in customer quality calibration sessions.
  • Perform any other duties as assigned and required.
  • Experience of managing customer service teams in a contact centre environment â an advantage
  • Fluent in English â written and spoken to an excellent standard
  • Online gaming support centre experience â an advantage
  • Knowledge and use of Microsoft Office: Word, Excel
  • Good communications skills (written, verbal and presentational)
  • Performance management experience
  • Decision-making and problem-solving skills and can work with minimum supervision
  • Excellent coaching skills
  • Ability to critically assess own performance and performance of assigned team
  • Strong analytical skills and detail oriented

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