Jesteśmy jednym z najbardziej innowacyjnych segmentów usług dla biznesu - BPO (Business Process Outsourcing). Wspieramy ponad 200 klientów z całego świata będąc ekspertami z zakresu finansów i księgowości oraz obsługi klienta. Od 2012 roku mamy swój oddział w Gdyni.
Customer Service Team Leader with German
Miejsce pracy: Gdańsk, Sopot, Gdynia
Nr ref.: 002CSTL
Responsibilities:
- Responsibility for a team of customer service agents
- Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, employee satisfaction & development
- Communicate performance related indicators into the team and back to the Management Know & understand operational KPIs
- Responsible for aligned Quality and operational KPIs instructions and communications to their team
- Evaluate daily key performance indicators and identify areas of improvement
- Manage staff schedules to ensure call-handling effectiveness to achieve client and company productivity goals
Requirements:
- Fluent in German and English
- Practical experience (2-3 years) in managing a team of at least 10 people (preferable in a contact center environment), with sufficient understanding of People Management, Tools, Processes and Methodologies
- Excellent customer service skills
- Excellent problem solving skills with attention to details
- Excellent written and verbal communication skills
- Strong interpersonal and team working skills
- Ability to multi-task and keep up with a fast-paced environment
- Proficient in Excel and Word
We offer:
- Great office close to Gdynia Redłowo SKM station
- Work for an International Client
- Everyday contact with multinational environment
- Benefits (you can choose from a variety of options: MultiSport card, private medical care, petrol vouchers,cinema tickets, vouchers to different shops, etc.)
- Wide range of development and training options (including soft skills, computer and language courses)
- Friendly atmosphere
- Fruit Mondays to start your week with energy