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Team Leader for Customer Support
hace 4 meses
**Our Client**:
**New Balance** believes that we are born to move, and they are committed to offering the best innovative products that combine function and fashion, performance, and style. Each international team member plays an important part in supporting the company to share these values with our customers worldwide.
**We Care**:Develop, lead, and proactively manage an Operational Team of multilingual Customer Service experts with a clear focus on Performance Management and Employee development
**We´re Curious**:Identify ongoing training and development requirements and opportunities for all team members
**We Achieve Together**:Strong teamwork ethic, contributing to personal and team targets/SLA while working on personnel targets
**What you will be doing?**:
- To support the initial onboarding of the new employees
- To clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable
- To assess and review team and individual performance through quality assessments to identify key development areas
- Regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensure Monthly My Performance Check-ins are complete and documented
- Ensure that the team is up-to-date on all Campaign objectives
- To manage the productivity and performance of the team in line with client expectations
- To provide insight back to the client around trends in contact types and issues impacting CSAT
**Requirements**:
**What skills & experience you’ll bring to us?**:
- Excellent organisational skills with the ability to prioritise and monitor workloads effectively
- Good time-keeping while being a professional role model to your team.
- Act with fairness and respect to others and shows tolerance
- Ability to provide good performance feedback
- Coach the team to learn new skills and create development opportunities.
- People Management and effective communication skills
- Problem-solving skills and a positive attitude.
- Understanding of the contact centre industry
- Fluent in **English**, other languages are a plus.
**Benefits**
**What do we offer?**:
- **Start date**: 13th of March 2024
- **Contract**: Temporary (3 months) / Possibility for a permanent contract
- **Full-time**: 35 hours/week
- **Working days/Hours**: Afternoon rotative shifts, between 3 PM and 12 AM. Monday - Sunday. (2 weekends off per month / 2 week days in a row off when a weekend is worked)
- **Salary**: 22,435€ gross per year
- **Bonus**:Monthly performance based bonuses / Discounts on New Balance products
- **Holidays**: 24 per calendar year
- **Hybrid model**: Working 3 times per month in the office.
- **Training**: 2 weeks from the office, Monday - Friday
**_Other benefits:_**
- Best-in-class people engagement activities and programs.
- Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.
- Employee Assistance Program - Free, confidential, and impartial guidance and support.
- Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation.
- Option to sign-up for Discounted Private Health Insurance.
- Referral Program: Bring a Friend and get a Referral bonus
- Access to LinkedIn specialised training & courses
**Who we are**:
CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.
CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.
**#**wecare **#**wearecurious **#**weachievetogether
