In partnership with David Kennedy Recruitment we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Dutchspeaking Team Leader to join their Customer Support teams in Bucharest.
DUTIES AND RESPONSIBILITIES:
- Apply a process of continuous review management of absenteeism and attrition for all Advisors in the team ensuring return to work and exit interviews are completed
- Review and monitor work performance of all Advisors
- Undertake quarterly performance reviews and 1:1 monthly meetings with each Advisor
- Ensure Advisors are recognized and rewarded for outstanding achievements/performance
- Provide clear direction and guidance
- Facilitate a culture of open and honest 2 way communication
- Maintain an environment which supports the spirit of teamwork where Advisors take pride in working for the company
- Ensure actions from employee satisfaction survey are implemented and continuously reviewed
- Coach develop and motivate Advisors by providing the skills and knowledge to perform their job together with opportunities for skills expansion and career development
- Monitor Advisor calls in line with CLOE either via deskside or remote monitoring across a sample of transaction types
- Ensure accurate and timely communication of any client/campaign issues to Operations Manager
- Ensure appropriate actions are taken to improve client satisfaction survey scores
- Implementation of the GOS processes
REQUIREMENTS:
- Proficient (C1) English and Dutch language both verbal and written
- Minimum of 12 to 18 months of call center experience preferably as Team Manager
- Evidence of effective interpersonal coaching and leadership skills
- Excellent telephone keyboard verbal and written communication skills
- Effective time management
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Logical and objective approach to call assessment
- Ability to organize and prioritize set priorities and multitask
- EU citizenship or valid work permit for Romania
OFFER:
- Excellent remuneration package based on experience skills and performance
- Meal vouchers
- Paid startup training and professional development sessions
- Medical subscription
- Access to Bookster library for borrowing books
- Access to 7card
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Motivational contests and teambuilding activities