Manage a team of Customer Service Representatives at interactive investor. Driving quality service and team performance in a regulated contact centre environment.
About the role
- Team Leader responsible for leading and coaching a customer service team at global client. Ensuring superior service delivery and team performance in a high-growth environment.
Responsibilities
- 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.
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