Customer Service Team Leader
4 semanas atrás
Customer Service Team Leader | German Fluent | Team Management
Your new Company
Integrate a great opportunity in a Dynamic Company that can offer you the possibility to expand your limits and go abroad with your management skills, supervising a team of excellence in Customer Support.
Your new role
Responsible for direct leadership, supervision, development and engagement of a team of 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 identify performance gaps;
Review the daily scheduling plan to ensure real time coverage in all areas of customer contact;
Responsibility for achieving and reporting on operational KPIs: service levels, operational times and operational abandonment;
Work with the Contact Center Manager to oversee the training and development of all employees;
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.
What you\'ll need to succeed
Experience of managing customer service teams in multinacional environment;
Fluent in German and English - both written and spoken;
Good communications skills (written, verbal and presentational);
Performance management experience;
Decision-making and problem-solving skills and can work with mínimal supervision;
Excellent coaching skills;
Ability to critically assess your own performance and the performance of an assigned team;
Strong analytical skills and detail oriented.
What the Company can offer you
An excellent opportunity to have a good salary conditions, with added bonus and other benefits that can enhance your own offer.
Next Step
If you are interested in this role, please send us your updated CV.
1031550
Base Salary + Bonnus + Meal Allowance
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