Dutch CS Team Leader

1 semana atrás

Lisboa, Lisboa, Portugal Global Talent Tempo inteiro


RESPONSABILITIES:

  • Motivate as a leader, controlling turnover and retaining potential and motivated team members
  • Monitor and report team performance (correct call treatment, case treatment.)
  • Give advisors feedback on their individual performance to improve and motivate their daily work
  • Develop strategies for improvement of results/LOB upon need
  • Distribute and balance the workload over the advisors and team leaders.
  • Make sure processes and procedures are up to date.
  • Offer support in critical problems (case escalations, emergencies, customer complaints).
  • Take care of logistic problems (office supplies, general working conditions).
  • Responsible of team administration
  • Perform other tasks/duties as assigned by management depending on service needs
  • Collect metrics, analyze these and report to customer / management / quality team.
  • Provide other reports to management, as needed.
  • Review of the data with PM and support preparing actions accordingly

REQUIREMENTS:

  • Native or proficient in Dutch (C1/C2) and other language is a plus
  • Fluency in English (B2)
  • 1 year of previous experience in management a multilingual team (CC is a plus)
  • Ability to adapt to a fast-paced industry
  • Strong analytics skills
  • Excellent guidance & coaching skills
  • Good communication skills
  • Focus on business improvement
  • Have excellent Customer Care skills
  • Team building abilities: capacity to motivate and inspire people
  • Good organizational capacity
  • Are a team player and empathetic, flexible

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