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Customer Service Team Leader
hace 2 meses
We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Importante empresa. As a key member of our Engagement Center, you will be responsible for leading a team of customer service advisors and overseeing the quality and efficiency of their work.
Key Responsibilities- Team Leadership: Coach and guide a team of customer service advisors to ensure they have the necessary skills and knowledge to provide exceptional customer experiences.
- Performance Management: Evaluate work results and performance on an individual, group, and market level to identify areas for improvement and implement strategies to enhance customer satisfaction.
- Training and Development: Identify training needs and execute training modules to upskill and reskill team members, ensuring they are equipped to handle complex customer queries.
- Onboarding and Offboarding: Secure the onboarding and offboarding processes to ensure a seamless transition for new team members and departing employees.
- Administrative Support: Provide administrative and global initiatives/tasks support as required.
- Project Participation: Participate in local and global projects to drive business growth and improve customer satisfaction.
- Leadership Experience: Proven experience in a customer service leadership role in a call center environment, with a strong track record of driving business results.
- Language Skills: Ability to speak Swedish on a native level.
- Communication Skills: Excellent communication skills, with the ability to provide constructive feedback, manage escalations, and communicate strategy in a logical and understandable way.
We offer a competitive annual gross salary of between 24,600 EUR, depending on experience, and a hybrid remote work model that allows for a balance between on-site and remote work.
Our Recruitment Process- Competency-Based Assessment: Our selection process will primarily focus on acquired competencies and skills.
- Science-Based Assessment: We use science-based and fair assessment methods to ensure we place the right people in the right roles.
