Partake in the hiring and selection process of new team members in addition to supporting the initial training program for new staff.
Clearly defining daily and monthly qualitative and quantitative targets for individuals and ensuring team understanding of these targets and that they are fully accountable.
Evaluating and proactively managing the performance of individuals and the team against all relevant targets ensuring that they are aligned with CPM and Client requirements.
Assessing and reviewing team and individual performance to identify key development areas.
Conducting regular team and individual meetings with all direct reports in line with CPM Contact Centre standards
Ensuring that the team is fully briefed on all Campaign objectives.
Adhering to the quality escalation workflow as defined and highlighting any issues to the Client.
Requirements
Fluency in English plus an additional EU language.
Proven experience as a Team Leader in a customer service project.
Strong understanding of customer service principles and best practices.
Excellent communication and interpersonal skills.
Ability to motivate a team and foster a positive working environment.
Results-driven with a strong focus on achieving targets.
Experience with data analysis and reporting.
Proficiency in MS Office and experience with CRM systems.
Benefits
Starting date: based upon agreement.
Working hours: Full Time (40 hours per week) Monday - Friday from 9 am to 6 pm.
6,60€/day meal voucher (132€/month).
A commuting allowance of €50 per month (€600 per annum).
Paid 5 extra days (personal days) per annum in case of emergencies and short-term absences.
Office-Based working model from our Bratislava location.
Fully paid training that optimally prepares you for your job - 3 weeks duration.
Multisport Card.
Employee Assistance Program - Free, confidential, and impartial guidance and support.
Referral Program: Refer a Friend and get a Referral bonus.
Access to specialised LinkedIn training courses.
Best-in-class people engagement activities and programs.
Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.
Job title
Customer Service Team Leader, English, EU Language
Customer Service Representative at Dal - Tile providing customer account management and support to enhance customer satisfaction. Responsible for order entry, inquiries, and various customer service functions.
Sales Support Representative at Post coordinating customer visits and creating offers. Working closely with salespeople to ensure efficient processes and administrative support.
Customer Service Specialist managing order processing and customer inquiries for TE Connectivity. Fostering collaboration and enhancing customer satisfaction through effective communication.
Customer Service Specialist handling customer complaints while coordinating with departments. Engaging in service request processing for high - quality solutions within a leading electronics company.
Customer Intern providing support to the customer service team by analyzing and resolving client tickets. Involvement in improving response scripts and enhancing customer experience.
Customer Service Specialist receiving and entering customer orders and meeting customers’ requirements at Grifols, a global healthcare company specializing in plasma - derived medicines.
Customer Service Representative managing customer inquiries and orders for allnex in Guadalajara, Mexico. Ensuring timely communication and support while handling complaints and order entries.
Retail Support Specialist improving dealer performance and sales training for STIHL products in the Mid - Atlantic corridor. Coordinating dealer set - ups and providing in - store product training across MD, DE and VA regions.