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Team Leader
hace 3 meses
Position:
German Team Leader
Location:
Barcelona, Spain
Employment type:
Full-time
Remuneration:
Base salary + bonus
DUTIES AND RESPONSIBILITIES:
- Support the initial onboarding of the new Customer Support Team staff(s)
- Define daily and monthly qualitative and quantitative targets for individuals
- Evaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures and aligned with requirements
- Assess and review team's and individual performance through call assessments
- Conduct regular meetings with all direct reports, in line with Contact Centre standards
- Ensure that the team is fully briefed on all Campaign objectives
- Adhere to the quality escalation workflow as defined and highlight any issues as needed
- Proactively overcome quality issues identified through ongoing coaching and mentoring activities
- Identify ongoing training and development requirements for all team members and seek support when necessary
- Ensure that relevant HR documentation is completed in a timely and accurate manner
REQUIREMENTS:
- Native/fluent in German, both oral and written. Fluent in English
- Understanding of the pharmaceutical industry would be a plus
- Excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resources to optimize results
- Ability to coach the team to learn new skills and create opportunities for development
- Able to provide effective performance feedback
- People Management skills along with effective communication skills
- Good timemanagement skills
- Must act with fairness and respect to others and show tolerance, acting as a role model to the team
- Ability to problemsolve and maintain a positive attitude.
BENEFITS:
- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential
- Relocation support
