Team Leader

hace 4 días

Valencia, Valencia, España Assist Digital España A tiempo completo

Wij zijn op zoek naar een Nederlandse Team Leader voor onze vestiging in Valencia.

Het doel van deze functie is het coördineren en operationeel aansturen van de toegewezen activiteiten of afdelingen volgens de vastgestelde kwalitatieve en kwantitatieve serviceniveaus (SLA's) en processen. Daarnaast ben je verantwoordelijk voor de dagelijkse aansturing, motivatie en ontwikkeling van de toegewezen medewerkers, in nauwe samenwerking met de afdelingen Operations en HR.

Belangrijkste verantwoordelijkheden:

  • Aanwezig zijn op de werkvloer en het coachen/begeleiden van de agenten.
  • Beheren van operationele briefings en updates over specifieke campagnes.
  • Verzorgen van de initiële training en bijscholing over producten, diensten en applicaties.
  • Voorstellen van verbeteringen voor operationele processen en de ontwikkeling van de benodigde ondersteuning.
  • Motiveren van het team om uitstekende prestaties te leveren en om het samenwerken te bevorderen.
  • Monitoren en verifiëren van de opgedane kennis van individuele agenten.
  • Monitoren van de operationele prestaties van het team (kwaliteit en productiviteit).
  • Opstellen van rapportages en toezien op de naleving van contractuele SLA's en KPI's.

Functie-eisen:

  • Moedertaalspreker of tweetalig in het Nederlands.
  • Minimaal 6 maanden ervaring in INBOUND klantcontact.
  • Analytisch vermogen, flexibiliteit, uitstekende mondelinge en schriftelijke communicatievaardigheden.
  • Sterk motiverend vermogen, stressbestendig en in staat zijn om meerdere taken gelijktijdig te beheren (multitasking).
  • Probleemoplossend vermogen, een teamspeler en vaardig in het omgaan met bezwaren en conflicten.
  • Eerdere ervaring als Team Leader in een callcenteromgeving is een pré.
  • Vaardigheid in het gebruik van computersystemen.

Arbeidsvoorwaarden:

  • Fulltime dienstverband in ploegendienst.

Assist Digital behaalde in 2021 de certificering "Great Place to Work" in Italië. #ThinkDigitalThinkAssist WORD LID VAN ONS TEAM

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