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Customer Service Team Lead – German, Lisbon
1 semana atrás
Descrição/Funções:
Role Purpose:
To lead, coach, and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors.
To plan and monitor the day-to-day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.
Key Responsibilities:
Overall accountability and responsibility for the team's performance.
Responsible for direct leadership, supervision, development, and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service.
Monitor and deliver individual and team performance and development reviews.Conducts regular one-to-one meetings with team members.
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.
Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives.
Requisitos:
Fluent in German and English.
Previous experience in team leading a team of customer service.
Good communication skills.
Oferece-se:Direct contract with the client company.
Base Salary + Food allowance + Annual bonus.
Hybrid working method (2 days at home).#J-18808-Ljbffr
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