Customer Service Team Leader - German (M/F/D) (M/F)
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Lisboa
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 minimal 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.
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