CUSTOMER SERVICE TEAM LEADER - GERMAN (M/F/D)
Descrição da oferta de emprego
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.
Candidate-se aqui a esta oportunidade de emprego.
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Detalhes da oferta
- Hays
- 12/04/2024
- 11/07/2024
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