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Call Centre Team Lead - English - Eindhoven Area


Location:
Eindhoven
Language(s):
Only English Required
Job Ref:
849-6087
Company:
Abroad Experience Recruitment Agency
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Job Description

We are looking for Teamleaders to join our client in the Eindhoven Area.

As a Teamleader you will work in a fully supported multilingual environment with a personal approach where you can demonstrate your commitment to providing outstanding multilingual customer support.

For the role of Teamleader you are a great people manager and show a drive to inspire and lead a team of multilingual customer service advisors and quality assurance representatives. You are responsible for day to day management of the desk and people management of a team of customer service advisors ensuring that the project kpis'are met. You report directly to the client operations manager.

Main Duties:

  • Coordinate day-to-day activities of the team to assure the kpi's are achieved
  • Supervise team members for quality review, performance feedback, disciplinary issues and job performance and appraisal.
  • Ensure adequate staffing of the team to ensure service quality standards are met in consultation with the Client Operations Manager
  • Organise team meetings, consultations with the Client Operations Manager
  • Monitor and manage absenteeism
  • Create various project and performance reports
  • Signalling function towards Client Operations Manager with regard to achievement of project kpi's.

Requirements:

  • Previous contact center experience as a teamleader
  • Good understanding of a multilingual contact centre environment
  • Native/near native command of the English language
  • Outstanding oral and written communication and interpersonal skills
  • Ability to build rapport and establish trust with team members
  • Ability to guide and motivate the team members, understand their needs and increase their sense of ownership
  • Analytical skills with an eye for detail
  • Excellent computer skills
  • Experience with contact centre business tools
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