Cs Team Leader Bwin Spain
hace 2 semanas
About The Role:
Manage the Customer Service team to provide prompt, relevant and accurate information to the customers within the agreed timeframes. Ensure to explore the expectations and needs of the business, customers, and employees in a structured way. Continuously look for opportunities to improve efficiency and effectiveness in order to deliver exceptional customer experience
People Management- Understands and explains results and follows up with actions- Gives instructions to complete tasks and explains why- Provides feedback on results and task completion- Provides encouragement and recognition for outstanding performance- Is open to employee concerns, suggestions and feedback- Gives development opportunities- Acts as a role model and sets a good example
Communication- Conduct monthly 121 meetings in order to listen agents, provide the feedback, discuss agent's performance (focus on quality and productivity) and development areas- Provide deep dives on performance of team members and act accordingly- Deliver monthly team meetings in order to discuss the team performance, the future opportunities and strategic plans, important updates for the team and CS department- Conveys the message clearly, correctly and comprehensively- Work in co-operation with shift leaders, management, and the CS Analyst to advise about the most efficient and effective way how to lead people towards our quality and productivity goals
Coaching- Gives others the opportunity to put forward and elaborate ideas- Provides open and constructive feedback about the learning process- Stimulates others to find own solutions to overcome problems- Shares interesting, educational experiences- Encourages others to learn from mistakes and failures- Enables others to develop by delegating tasks and responsibilities to them that slightly exceed their limitations
Managing Results- Continuously looks for opportunities to improve efficiency and effectiveness- Is decisive and action-oriented
Projects, Initiatives, Improvements- Participates on projects and initiatives in order to look for ways to make company better long-term- Investigates and takes action to meet customers' current and future needs. Demonstrates boldness and courage to try new approaches- Cooperates with other departments to ensure consistency within all departments
Your entrance tickets- Completed school education. University degree is a plus- English language - advanced (fluent speaking & writing), Spanish language on C1 level is a must- MS Office, in particular Microsoft Excel- Flexibility and shift work is required An experience in the contact service environment is a preferable advantage- Functional Competencies - Assertiveness, Empathy, Planning & Organising and Decision Making- Fixed Competencies - Teamwork, Continuous Improvement and Helicopter view
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