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German Team Leader (M/F)

ID:
7373812
Data:
18-10-2019
Empresa:
ManpowerGroup Portugal
País:
Portugal
Distrito:
Lisboa
Categoria(s):
Call-Center, Helpdesk e Telemarketing
Intervalo salarial:
Informação exclusiva JobMatch

Registada há 7 anos no SAPO Emprego 14321 ofertas anunciadas nos últimos 6 meses

Detalhe da Função

ManpowerGroup is recruiting a Team Leader (M/F) fluent in German and English for an international project.

This new project in Portugal will provide day to day management of internet contents, ensuring a quality experience to millions of internet users.

Responsabilities:

- Monitor and recommends/implements ways to improve customer satisfaction;
- Handle escalated and more complex customer service issues;
- Implement and provides input to development of service strategies, operational guidelines, and process reengineering;
- Identify training requirements and makes recommendations. Coordinates delivery of training, as appropriate, coaching and developing the Agents;
- Responsible for overseeing contract resources;
- Manage all Agents on the shift, ensuring a high quality, customer-focused service by all team members;
- Be the interface with Client representatives on regular basis
- Follow Client protocols and procedures
- Responsible for providing accurate reporting on all KPI metrics with evidence to support trends;
- Translate data into meaningful content and presents findings at meetings or to a specified group;
- Focus on and strive for continuous improvement/best practice in all aspects of the business;
- Ensure productivity balancing and continuous CSR performance across the team;
- Models and fosters a positive work climate consistent with company values while providing strong leadership.

Skills/Requirements:


- Fluency in English and German written and spoken;
- Ability to analyse data and identify trends & forecast potential problems or opportunities;
- Strong leader and coach and is able to give guidance to a support team (training, quality focal and Advisors) with excellent presentation skills;
- Problem solving (identifies anomalies and reports recommendations to management);
- Highly professional in their communication, articulate and is able to liaise with the external customer, providing a 1st class service with an aim to exceeding expectations;
- Good Customer Service to identify needs and requirements of business units supported;
- Project management with ability to work independently, requires little direction, is self driven and demonstrates initiative and is proactive;
- Analytical abilities to proactively identify areas for improvement on established processes and procedures;
- Leadership skills to coordinate team and support business units in developing and implementing solutions relating to Quality Management and Audit compliance.
- Schedule flexibility in order to be able to cover all operational working schedules if needed (24/7).

 

Start date: 18/11/2019

Pesquise também por: german  |  team leader

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