German speaking team leader opportunities
Workplace: Brno, Czech Republic
Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow’s enterprise. Infosys BPO have been present in Europe since 2004. Currently we employ over 1 600 employees in Europe delivering services for Fortune 100 clients across various services. Our Brno center is the most multicultural office within Infosys.
For our client American multinational corporation that designs and markets revolutionary consumer IT - laptops, smartphones etc. we are looking for customer service advisors.
Your responsibilities
- Manage and develop a team of customer service advisor's on a daily basis to ensure all KPI targets are met
- Recognize and recommend improvements to existing processes and procedures to improve performance
- Monitor and analyze daily, weekly, monthly reports reacting to trends where appropriate
- Manage and record all advisor's absence, lateness and holiday requests
- Adhere to HR guidelines and act on disciplinary procedures when required
- Work alongside other team leaders to drive center wide initiatives, contributing towards the success of the engagement
- Motivate, reward and create a coaching culture with team members to help them reach their full potential
- Ensure all relevant internal engagement processes are carried out in line with the client’s values, standard policies and procedures. This includes quality framework
- Help to develop the culture in line with the values of the business ensuring the teams are informed, supported and developed
- Ensure regular communication with the team, keeping them informed of progress against daily, weekly and monthly targets
- Support other business specific tasks including call taking when required
- First point of contact for all client/advisor escalations
- Excellent verbal and written communication skills
- Written and verbal fluency in support language
- Written and verbal fluency in English
- Excellent Customer Service skills
- Passion for customer care, willingness to work in a contact center environment
- Excellent interpersonal and client management skills, strong business communication skills
- Strong leadership, organizational, people management & performance management skills
- Ability to work under pressure and react quickly
- Analytical skills, ability to identify solutions
- Competency in Microsoft Office
- Flexibility with working on shifts
- Ability to plan corrective actions and drive improvement
- Ability to provide feedback/coaching
- Willing to align to the internal processes and procedures of the engagement and company
- Minimum 12 months within a similar position managing team of at least 5 people in a customer service environment, also 6 months minimum contact centre experience
- Competitive monthly salary depending on experience, performance bonuses
- Two weeks of accommodation, travel costs coverage
- Lunch cost coverage participation
- Professional training provided by experts - MS Office, Six Sigma Green Belt , Analytical Skills etc.
- Minimum skills to be trained on - Ability to use the client applications, tools, phone system. Knowledge of the client procedures and the supported product. Ability to offer and promote sales of client branded support related products
