Care Line Team Leader

Care Line Team Leader

Cpm International Telebusiness S.L.



Care Line Team Leader

Detalles de la oferta

Job Purpose: As Team Leader, you will be responsible for leading, coaching and developing a Team of Communicators handling telephone contacts as well as on and off line channels for our client's portfolio of products.
You will work as part of a Team providing expertise and ensuring the delivery of superior customer service, advice and after care.
You will be responsible ensuring the delivery of the Team's performance against agreed quantitative and qualitative targets.
By identifying skills gaps for individuals and the Team, you will take the required action to ensure the Team deliver and exceed against target.
You will be expected to motivate a team and maintain the appropriate environment to meet Client and Business objectives.
Performance Accountability:
* Accountable for managing and meeting the metrics of their team: CSAT, Productivity, QA, as well as adherence to company policies and schedules
* Performance management: own the team and individual performance targets; drive for results; celebrate team and individual successes
* Let agents know where they stand with clear, timely and direct performance feedback
* Take quick but fair action on underperformance
* Collaborate and network with peers to help drive performance goals, employee engagement and leverage strengths among the group
* Utilize resources, such as QA, Reporting and Training to develop Specialists and support team objectives
Translating Strategy into Action/Solving Problems:
* In collaboration with agents, identify opportunities and advocate for product improvements and/or tools that support the team's needs and/or the needs of the customer
* Understand CX best practices, drive for process improvements, and propose new ways of operating, with a focus on simplification
* Collaborate with Training and QA to solicit feedback and inform the team's performance and knowledge development
Key Responsibilities and Accountabilities:
Performance Management:
* To drive an obsessive culture of performance into the team and ensure that team members are fully accountable and held responsible where necessary to engender this approach to meet client and business expectations.
* To have excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resource to optimize results as the needs demand.
* To clearly define monthly, weekly and daily qualitative and quantitative targets for individuals and the team and ensure team understanding of these targets.
* Must be available for a regular schedule of 39 hours a week, rotating shift.
* Have a high level of English (both written and spoken) and another EU language is a plus.
* Have excellent customer service skills and know-how to motivate and inspire others to do the same;
* Skilled and eloquent in writing with strong communication and interpersonal skills;
* Technical aptitude and the ability to pick up new technology quickly;
* Show initiative and be able to work under pressure;
* Be enthusiastic and positive and to love working in/with teams;
* Have previous experience managing or guiding others and/or show great leadership (preferential).
* Competitive salary plus monthly performance bonus;
* Management and development training;
* Possibility of career advancement.

Salario:To negotiate

Fuente: Europelanguagejobs


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