Working Team Leader

hace 1 semana

Barcelona, Barcelona, España Webhelp A tiempo completo

Location

  • Barcelona, Spain
    Language
  • French***
    Description:
    Brief overview of Role:
An organized and good communicator, able to handle a team in the project. Being responsible for meeting client KPIs and needs. Leading his own team to be able to deliver the service asked.

Your future project:

You will join the customer service team, the one that takes care of all our tenants. You will become the privileged interlocutor of our tenants, with whom you will establish a long-term relationship of trust.

You will interact with the entities of Colonies (Sales teams, Customer Care, Technical Department) and you will be able to fully understand the challenges of a growing company.


You will interact with our customers to help them on a daily basis so that they have the most positive experience possible.


Accountabilities:

  • Build lasting and trusting relationships with tenants through open and interactive communication throughout their journey through our assets.
  • Manage technical problems and solve them with the help of the Technical Department.
  • Handle customer complaints regarding their house/apartment, provide appropriate solutions and alternatives within the limits of the SLA.
  • Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies for Coliving and Colocation clients.
  • Gather tenant feedback and use it as levers to improve processes across the organization
  • Engage tenants with impeccable customer service
  • Provide the necessary information to Colonies to improve processes and allow a better customer experience

Daily business operations support

  • Support the PM to fulfill Client's business account plan
  • Participate in communications with Client's
  • Support Advisors by solving queries
  • Review and improve case handling flow
  • Keep track of case handling with time management
  • Handle and solve cases

Staff Management

  • Monitor and report team performance
  • Give newly hired agents feedback on their individual performance to improve and motivate their daily work
  • Keep track of each newly hired agent's training and training needs to improve technical and phone communication's skills
  • Motivate as a team leader controlling turnover and retaining potential and motivated team members
  • Request management / HR Department / Quality team for assistance in any of the tasks.
  • Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
  • Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics

Organization

  • Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
  • Make sure processes and procedures are up to date
  • Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
  • Offer support in critical problems (escalations, emergencies, agents and customers complaints).
  • Perform other tasks/duties as assigned by management depending on service needs
  • Propose changes in bonuses / reporting to management
  • Backup Program managers fulfilling corresponding tasks during vacation or absence periods

Reporting

  • Report productivity metrics to the team and management daily
  • Collect production and performance metrics from available sources daily and update Project performance tracker
  • Analyze data and report to Supervisor and/or Program Manager.
  • Manage daily HR and recruitment processes, communicating needs, backing up with data.
  • Prepare weekly business review slides for management

Minimum required skills

  • Native in the market language
  • Fluently spoken/written English
  • Experience in customer care environment
  • Leadership skills
  • Working knowledge of Zendesk or similar CRM
  • Experience working with Product and Engineering Teams in a SaaS environment is a plus
  • An ability to adapt quickly to new software and constantly changing business requirements
  • If you've been a founder yourself and know the pains of a small business thats a pro
  • Experience with E-Commerce and ERP systems is beneficial as well

Advantages

  • Experience of work under pressure and deadlines
  • Coaching experience
  • Ability to delegate tasks
  • Problem solving and reactivity abilities
  • Proactiveness
  • Persuasion skills

Hours and Benefits

  • Shift: 39 hours/week from Monday to Friday 09:00 18:00
  • Salary: Euros gross/year + up to 2000 Euros gross/year in bonus
  • Permanent contract
  • Ongoing training
  • Diverse growth opportunities
  • Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)
  • The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

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