Detalhes da oferta
Overall Job PurposeThis position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Team Leader you will be responsible for managing a team of agents to support our client. You will responsible for running the day to business including business continuity planning, client relationship management, performance management, leadership and coaching.
Duties and Responsibilities
Manage the daily performance of employees, ensuring adherence to SLA expectations (e.g. productivity & quality)
Manage effective client communication and interaction
Coordinate cross location support with other support providers globally
Ensure efficient resource & capacity planning
Ensure team are productive - effective and efficient
One to ones, team meetings, reviews
Team Issues – attendance management, HR policy implementation
Define and review performance objectives
Productivity/workflow management
Quality feedback, performance plans and follow up
Implementation and management of any new initiatives
Participation in recruitment and induction training of new staff
Continuously motivate the team to drive for success in customer satisfaction
Provide regular and ad hoc reporting
Monitoring and regular reporting of activities within the team
Be the first point of contact for customer escalations - resolving issues, complaints and disputes effectively and efficiently
Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters
Required Qualifications & Experience
Leadership skills – creativity, confidence and motivation
Demonstrated strong interpersonal and team building abilities, coaching skills, and people management experience
Strong presentation/relationship building capabilities and experience
Good overall business knowledge, appreciation & understanding of contact centre business processes
Flexible, Can-Do Attitude and excellent communication skills
Organizational skills
Reporting abilities in a number of formats i.e. Excel and PowerPoint
Competencies
Creativity and Innovation
Commercial and Business Acumen
Integrity, Values and Ethics
Customer Focus
Team Work
Results Orientation
Organising and Planning
Change Management
Decision Making
Problem Solving
What we offer
Vibrant, multi-cultural city centre environment
Quarterly performance bonus
Comprehensive Benefits Package
Employee Assistance Program
Subsidised Health Insurance
Access to Discount Schemes
Career & Personal Development
E learning access
Paid Annual Leave
Paid Sick Leave after Probation
About Arvato
Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.
Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: www.arvato.com/en
Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
| Distrito | Lisboa | ||
|---|---|---|---|
| Habilitações mínimas | 12º ano de escolaridade | ||
| Experiência mínima | 1-3 anos | ||
| Sector de actividade | Outros | ||
| Tipo de contrato | Full-time | ||
| Tipo de oferta | Emprego | ||
| Contactos |
|