Customer Service Team Leader

3 dni temu

Katowice, Silesia, Polska SpotOn TA Pełny etat 120 000 zł - 180 000 zł rocznie

Job Description

As a Team Leader, you will ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.

Detailed Duties and Responsibilities

  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
  • Stay current on internal work processes, policies and procedures. Attend required manager development training.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.
  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Communicate expectations to employees and provide timely updates.

Targeted Qualifications

  • Fluency in German Language, C1 level or Higher.
  • Fluency in English Language, B2 level or Higher.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
  • Min 6 months of experience in a similar position.
  • Ability to mentor, coach and provide direction to a team of employees.
  • Work well under pressure and follow through on items to completion.
  • Willingness to work from our office in Katowice according to the German calendar.
  • Strong communication skills, both written and verbal.
  • Technical knowledge will be an advantage.

Interpersonal Skills

  • Communicative, Speak and/or write well and get your ideas across to others easily.
  • Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
  • Confident, Pleasant, Energetic, Helpful, Trustworthy
  • Efficient, Perform tasks in the fastest and simplest ways that they can be done.
  • Organized and punctual, put things in order so that they run smoothly and are always on time.
  • Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
  • Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
  • Precise, Make sure that things are done accurately, correctly, and exactly.
  • Willingness to acquire new knowledge.
  • Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.

Offer & Benefits

  • Salary: Kindly share your salary expectations.
  • Office Based – Katowice,PL
  • Full eligibility to live & work is a must.
  • Monday to Friday, 8:00 – 18:30 "German Calendar"
  • Sports Card.
  • Medical care.
  • A global team committed to the company values.
  • A dynamic work environment in a dynamically international company.

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