Customer Rating Experience Team Leader

Objective of the role:

The goal of this role is to lead a team of Rated Company Engagement Experts while supporting the expansion of Inquiry Center operations (including but not limited to recruitment & interviewing) in line with the companys business strategy.

Responsibilities: 

• Manage a team of 5 customerfacing expert analysts 
• Promote and embody the companys vision and values by leading by example
• Drive team performance in line with teams strategy and objectives
• Define with Management and with team members clear roles and responsibilities and ensure team ownership of them
• Collaborate with fellow team leaders to share best practices
• Develop provide avenues for support coach motivate and reward team members
• Guide the development of skills and competencies of team members including identifying training and development needs etc.
• Manage team members expectations
• Create an environment oriented toward trust open communication creative thinking
• Create a cohesive team environment while maintaining respect both within the team and towards other team members
• Act as primary trainer for new team members until establishment of training team provide validation of work etc. 
• Support & give regular feedback
• Sit in on escalation cases with team members
• Take over escalation cases from IC members (dependent on language/region)
• Provide live sessions (paid service) for strategic/sensitive accounts
• Follow up on team members Bad Feedback from customers discussing with team member and decide on relevant next steps
• Work independently on projects that benefit and develop the team
• Create a healthy & inclusive work environment 
• Conduct performance appraisals & salary review
• Lead teamrelated projects and initiatives that drive operational improvements

Responsibilities related to Rating Process: 

• When operational needs require respond to complex indepth inquiries live sessions escalations and complaints applying the EcoVadis methodology during the process

Essential job specific competencies: 

• Time Management
• Problemsolving skills
• Critical thinking
• Conflict resolution
• Communication and presentation skills
• Proactiveness
• Organization and time management
• Independence and autonomy
• Ability to connect quickly and easily with customers via video conferencing
• Decisive
• Selfaware 
• Ability to collaborate diplomatically and effectively with members of different teams

Qualifications

• Team player mindset 
• Ability to exercise discretion in handling confidential information and materials 
• Must have excellent organizational skills and proven ability to work within prescribed timelines
• Analytical and performancedriven mindset
• Critical thinking and decision making
• Effective time manager and multitasker able to effectively prioritize in a fastpaced environment  Innovative problem solver
• Must be well organized / selfdriven and autonomous (capacity to challenge)
• Strong communication presentation and public speaking skills
• Ability to translate and support the company strategy to team members
• Meticulous attention to detail
• Team Player / ability to collaborate with others & work in a teamoriented environment
• Demonstrated ability to pick up new skills proactively

Qualifications :

• Team player mindset 
• Ability to exercise discretion in handling confidential information and materials 
• Must have excellent organizational skills and proven ability to work within prescribed timelines
• Analytical and performancedriven mindset
• Critical thinking and decisionmaking
• Effective time manager and multitasker able to effectively prioritize in a fastpaced environment Innovative problem solver
• Must be well organized / selfdriven and autonomous (capacity to challenge)
• Strong communication presentation and public speaking skills
• Ability to translate and support the company strategy to team members
• Meticulous attention to detail
• Team Player / ability to collaborate with others & work in a teamoriented environment
• Demonstrated ability to pick up new skills proactively

Additional Information :

• Starting date: February 2025
• Fulltime position

In return for your expertise we offer:

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development 
• Sustainability events and community involvement
• Peer recognition program
• Employeeled resource groups
• Hybrid work organization (from the office or from home)
• Remote work from abroad policy
• Meals and Transportation Vouchers (Cobee card)
• Dental Benefits 
• Life & Accident Insurance Private Health Insurance
• Paid employee volunteer day
• Paid moving day (1/year)
• Time off: 1 Community Service Day 1 Personal Day
• Summer Hours in July and August (36 hours per week)
• Hybrid Monthly Allowance for electricity and Internet

Our hiring team looks forward to reviewing your CV in English with a guaranteed response to every application. A new job with purpose awaits you!

Dont fit all the criteria but still think youd be a good candidate Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. Were interested in hiring from a diverse and skilled talent pool regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people people with longterm health conditions and neurodiverse candidates. If you need any adjustments including the provision of interview questions please let the hiring team know.

Our teams strength comes from everyones uniqueness and is founded upon mutual respect. EcoVadis commits to equity inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color national or ethnic origin ancestry citizenship religion beliefs age sex gender identity sexual orientation neurodiversity disability parental status or any other protected characteristic that makes you unique. In your application we encourage you to remove personal information such as: photographs marital status number of children religion gender residential postal code university graduation date past medical or parental leave(s) taken nationality (instead please state if you are legally eligible to work in the job region/country) university name (instead please state any degrees obtained and the study major).

Remote Work :

No

Employment Type :

Fulltime