Customer Support Team Leader (m,f) German or Dutch

Bucharest ,
Romania

Mandatory
Optional
Proficiency
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DESCRIPTION
  • Apply a process of continuous review, management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed
  • Review and monitor work performance of all Advisors
  • Undertake quarterly performance reviews and 1:1 monthly meetings with each Advisor
  • Ensure Advisors are recognized and rewarded for outstanding achievements/performance
  • Provide clear direction and guidance
  • Facilitate a culture of open and honest 2 way communication
  • Maintain an environment which supports the spirit of teamwork, where Advisors take pride in working for the company
  • Ensure actions from employee satisfaction survey are implemented and continuously reviewed
  • Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development
  • Monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types
  • Ensure accurate and timely communication of any client/campaign issues to Operations Manager
  • Ensure appropriate actions are taken to improve client satisfaction survey scores
  • Implementation of the GOS processes
REQUIREMENTS
  • Proficient German (C1) or Dutch (C1) and English (C1) language, both verbal and written
  • Minimum of 12 to 18 months of call center experience preferably as Team Manager
  • Evidence of effective interpersonal, coaching, and leadership skills
  • Excellent telephone, keyboard, verbal and written communication skills
  • Effective time management
  • Ability to give constructive feedback to CSRs which lead to performance improvement
  • Logical and objective approach to call assessment
  • Ability to organize and prioritize, set priorities and multi-task
  • EU citizenship or valid work permit for Romania
OFFER
  • Excellent remuneration package based on experience, skills and performance
  • Meal vouchers
  • Paid startup training and professional development sessions
  • Medical subscription
  • Access to Bookster library for borrowing books
  • Access to 7card
  • A dynamic and diverse job in a pleasant and modern environment
  • Opportunities for personal and professional development
  • Motivational contests and team-building activities
SKILLS
Team Management
Customer Service
Customer Support
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