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Team Leader
hace 2 semanas
**Company Overview**:
TrustCloud VideoID is a leading company within the TrustCloud group, specializing in providing video identification, back-office, and fraud detection services to global organizations. Our cutting-edge technology harnesses the power of video calls to create secure and reliable Know Your Customer (KYC), Know Your Business (KYB), and Anti-Money Laundering (AML) protocols. With the largest team of professional video agents in Europe, we offer worldwide coverage and multilingual support.
**General Skills**:
As a Team Leader, you will manage a group of Fraud Detection Agents and serve as the internal face of the company. To excel in this role, you should possess the following skills:
- Excellent communication skills
- Empathy and a strong team player mindset
- Flexibility to adapt to different situations
- Availability for different shifts, including weekends
- Enthusiasm for learning and teaching
- Passion for technology
- Proficiency in computer skills, including Excel (proficiency will be tested)
**Education**:
- Minimum High School education
- Ideally, a university degree in a business-related field
- Language Proficiency:
- Native-level fluency in German
- Minimum C1-C2 level of English proficiency
- Knowledge of other European languages is a strong plus
**Professional Background**:
- Minimum 1 year of experience in team management, preferably in:
- Video call-related companies
- Security/document verification companies
- Call center industry
- Prior experience as a Customer Service agent is preferred
- Proficiency in Excel reporting, PowerBI, and data analysis
**Average Agent Ratio**:
Typically, a Team Leader will manage a group of 15 agents.
**Mission**:
- Gain a comprehensive understanding of the service from various perspectives
- Achieve global objectives for the team
- Assist agents in reaching their individual goals
- Collaborate and contribute to the improvement and development of the video center
**Objectives**:
- Manage a team of video agents
- Attain the required average calls per agent globally within the team
- Monitor team performance, provide coaching and feedback to enhance productivity and quality, including:
- Achieving the required percentage of quality for each team member
- Enhancing team performance
- Controlling and managing team shifts, rotations, and holidays
- Ensuring compliance with company policies, procedures, and regulations
- Conducting regular performance reviews and offering ongoing training and development for the video agent team
**Training**:
- Ensure the video agent team is adequately trained and equipped to perform their duties effectively
- Minimize the ramp-up time for new agents to meet the proposed objectives
- Regular and timely retraining to keep the team updated on procedures, regulations, security measures, etc.
Implementation and Continuous Improvement:
- Develop and implement policies and procedures to enhance the effectiveness of the video agent team in fraud prevention
- Analyze data, identify trends, and improve fraud prevention strategies
- Maintain a high level of knowledge and expertise in fraud prevention, staying up-to-date with the latest technologies and techniques
**Collaboration**:
- Collaborate with other departments, such as security and compliance, to ensure effective communication and coordination
**Salary**: 23,000.00€ - 28,000.00€ per year
Application Question(s):
- Do you have availability to work occasionally on weekends?
**Experience**:
- team leader: 1 year (required)
**Language**:
- german at native or C2 level (required)
Work Location: Hybrid remote in 28023 Madrid
