Team Leader- German Market

hace 2 días

Malaga, España Webhelp A tiempo completo

Brief overview of Role:
An organized and good communicator, able to handle a team in the project. Being responsible for meeting client KPIs and needs. Leading his own team to be able to deliver the service asked.

Accountabilities

Staff Management 40%
- Monitor and report team performance
- Give newly hired agents feedback on their individual performance to improve and motivate their daily work
- Keep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skills
- Motivate as a team leader controlling turnover and retaining potential and motivated team members
- Request management / HR Department / Quality team for assistance in any of the tasks
- Manage all disciplinary issues effectively
- Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics

Organization 30%
- Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
- Make sure processes and procedures are up to date
- Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
- Offer support in critical problems (escalations, emergencies, agents and customers complaints)
- Perform other tasks/duties as assigned by management depending on service needs
- Propose changes in bonuses / reporting to management
- Back-up Program managers fulfilling corresponding tasks during vacation or absence periods

Reporting 30%
- Report productivity metrics to the team and management daily
- Collect production and performance metrics from available sources daily and update Project performance tracker
- Analyze data and report to Supervisor and/or Program Manager
- Manage daily HR and recruitment processes, communicating needs, backing up with data
- Prepare weekly business review slides for management
- Webhelp will offer you:
- Full-time (39 hours/week) and long-term contract from day one.
- Schedule Rotative Monday to Saturday from 8:00 to 20:00
- Salary: 23, 600,00 Euros gross/year + up to 2400 Euros gross/year in bonus.
- Internal Development Program.
- Opportunity to join an international team.
- Start date: Immediate.
- 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)*

Minimum required skills
- Native in German language
- Fluently spoken/written English
- Experience in customer care environment
- Leadership skills
- Working knowledge of PROJECT processes

Advantages
- Experience of work under pressure and deadlines
- Coaching experience
- Ability to delegate tasks
- Problem solving and reactivity abilities
- Proactiveness
- Persuasion skills- The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

RRQ23-000006-1-GERMANY

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