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Dutch or French Customer Service Team Leader

SpotOn Connections Full-Time  Anywhere 13 Jun 2018

Job Description


We are now looking to employ a dynamic and positive-minded  Dutch or French Speaking Team Leader to strengthen further our growing operations within Malta office.

About the Role:

The Team Leader will take full responsibility for the operation of the team under his/her responsibility and ensure that it delivers in accordance with the targeted profitability as well as agreed Service Levels. The candidate will be pivotal in the success of the assignment and proactively work to:

 

  • Maximize Profitability and ensure Service Levels by always balancing efficiency in the use of human resources with quality in the provision of the service;
  • Maintain and extend the relationship with the Client where necessary in order to clarify their expectations and deliver agreed services;
  • Assume responsibility for the people aspect of the team and adopt a hands-on approach in the recruitment, training, performance monitoring, coaching, motivation and leadership of agents within the Team.

 

Your Role and Responsibilities:

  • Actively seek opportunities for up-selling and the generation of new revenue streams and liaise with the Assignment Manager / Client Partner for follow-up of new up-selling leads.
  • Where necessary assist in ensuring all assignment related relevant systems, manuals, instructions and user guides are updated/reviewed as often as necessary.
  • Strive to understand the economics of the assignment(s) the team is working together on.
  • Propose changes to productivity levels to the Assignment Manager / Client Partner whenever there is an opportunity to increase productivity (without jeopardizing quality).
  • Assist where necessary implementation of new technical procedures/ changes in the assignment(s).
  • Where possible and time permits, be actively involved in the process for recruitment of staff.
  • To work in partnership with HR and Assignment Manager / Client Partner to manage attendance, quality, productivity and behaviours of team members, following relevant company procedures. Be also involved in initiatives that are aimed at reducing staff turnover.
  • On a regular basis, analyse and evaluate agent performance and meet with Assignment Manager / Client Partner to discuss development and agree upon initiatives as well as review past actions.
  • Holding 1-2-1 appraisals with agents in accordance with standard operating procedures as well as delivering ongoing feedback to agents regarding their efficiency and quality.
  • Assist where necessary to ensure all staff within your team is sufficiently trained to perform the tasks required of them.
  • Submit statistical / performance / progress reports to the Assignment Manager / Client Partner and the client(s) as required.
  • Ensure the shift is managed well and implement actions to ensure that SLAs are always met and be responsible for being fully compliant with legal notices and related legislations.
  • Be involved in the schedule production process by providing the required feedback to the relevant responsible department.
  • To contribute to the team of Team Leaders, through open and regular communication and effective performance management.
  • To be responsible for one’s own personal development and highlight any development needs to the Assignment Manager / Client Partner To ensure that all information relevant to the assignment and company is communicated to the team through regular meetings.
  • To perform any other tasks as assigned by Management.

 

Skills, Knowledge & Expertise:

  • Excellent in both written and spoken French or Dutch
  • Good Communication skills in English
  • Basic knowledge of French will be considered an asset
  • Good computer skills, especially Microsoft Excel;
  • Excellent interpersonal skills and a collaborative leadership style;
  • Leading by example;
  • Excellent presentation and communication skills, both oral and written;
  • Service minded, organized, structured and responsible;
  • Previous experience in customer care will be considered an asset;
  • Previous experience leading a team is an advantage;
  • Willing to work on shift basis, including Saturdays & Sundays.

 

We Offer:

  • An opportunity to make a positive impact on the digital world
  • A stimulating and rewarding job in a fast-moving, innovative and international tech-company
  • Private Health Insurance
  • Comprehensive training
  • Fun events, great colleagues and a fresh, playful workplace
  • Re-location packages for international applicants
  • Free shuttle service after the late shift

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