Team Leader
Brief overview of Role: An organized and good communicator, able to handle a team in the project. Being responsible for meeting the clients' KPIs and needs. Leading their own team to be able to deliver the service asked.
Accountabilities Staff Management (40%): Monitor and report team performance
Give newly hired agents feedback on their individual performance to improve and motivate their daily work
Keep track of each newly hired agent's training and training needs to improve technical and phone communication skills
Motivate as a team leader controlling turnover and retaining potential and motivated team members
Request management / HR Department / Quality team for assistance in any of the tasks
Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)
Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics
Organization (30%): Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
Make sure processes and procedures are up to date
Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
Offer support in critical problems (escalations, emergencies, agents and customers complaints)
Perform other tasks/duties as assigned by management depending on service needs
Propose changes in bonuses / reporting to management
Back-up Team Supervisor fulfilling corresponding tasks during vacation or absence periods
Reporting (30%): Report productivity metrics to the team and management daily
Collect production and performance metrics from available sources daily and update Project Dashboard and Form A
Analyze data and report to Supervisor and/or Program Manager
Manage daily Form B updating it with new contracts signed and SEPAs signed
Prepare weekly business review slides for management
Conditions Full-time (39 hours/week) from Monday to Friday and permanent contract
Schedule: From 11:00 to 20:00
Salary: 25.000 Euros gross/year + up to 4.000 Euros gross/year
Start date: Immediate
Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)
Minimum Required Skills Fluently spoken/written English, working knowledge of Spanish is preferred
Experience in inside sales environment
Leadership skills
Working knowledge of sales cycle processes
A Bachelor's Degree in Business, Marketing, Management, or equivalent experience
Knowledge of the IT and Datacenter industry is a big plus
Advantages Experience of work under pressure and deadlines
Coaching experience
Ability to delegate tasks
Problem solving and reactivity abilities
Proactiveness
Persuasion skills
Proactive, self-starter, able to communicate
A team-builder and resourceful problem-solver
Strong analytical, time management and leadership
Driven to innovate and motivate
The period of holiday entitlement is fixed by mutual agreement between the company and the employee.
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