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TEAM LEADER – DUTCH MARKET

SpotOn Connections Full-Time  Tas-Sliema, Malta 7 Dec 2018

Job Description


The Team Leader will take full responsibility for the operation of a multinational team, working for clients in the Netherlands and Belgium, 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
  • Assist where necessary implementation of new technical procedures/ changes in the assignment(s)
  • To work in partnership with HR and Team Manager 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 and in the recruitment process
  • On a regular basis, analyse and evaluate agent performance and meet with Team Manager 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 Team Manager 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 Team Manager
  • 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:

  • Good communication skills in English plus fluency in either Flemish or Dutch
  • Communication skills in French will be consdered an asset
  • Good computer skills, especially Microsoft Excel
  • Ability to monitor performance, provide feedback and take appropriate action
  • Ability to apply effective team decision making and problem-solving techniques
  • Excellent interpersonal skills and a collaborative leadership style
  • Proactive work attitude, be a role model and lead 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
  • Career opportunities within a management or expert field
  • 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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