David Kennedy Recruitment is working with a leading BPO/outsourcing company who is seeking to onboard a German speaking Team Leader for their Barcelona office.
Position:Team Leader
Location:Barcelona, Spain
Employment type:Full-time
Remuneration:Base salary.
DUTIES AND RESPONSIBILITIESSupport the initial on-boarding of the new Technical Support Team staff(s)Define daily and monthly qualitative and quantitative targets for individualsEvaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures and aligned with requirementsAssess and review team's and individual performance through call assessmentsConduct regular meetings with all direct reports in line with Contact Centre standardsEnsure that the team is fully briefed on all Campaign objectivesAdhere to the quality escalation workflow as defined and highlight any issues as neededProactively overcome quality issues identified through ongoing coaching and mentoring activitiesIdentify ongoing training and development requirements for all team members and seek support when necessaryEnsure that relevant HR documentation is completed in a timely and accurate mannerHave Accountability Reflection - Take time to reflect on your own performance on a regular basis.REQUIREMENTSNative/fluent in German, both oral and written. Fluent in English (at least B2 level)Understanding of the Contact Center industryExcellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resources to optimize resultsAbility to coach the team to learn new skills and create opportunities for developmentAble to provide effective performance feedbackPeople Management skills along with effective communication skillsGood time-management skillsMust act with fairness and respect to others and show tolerance, acting as a role model to the teamAbility to problem-solve and maintain a positive attitude.BENEFITSExcellent remuneration package based on experience, skills and performanceBe part of a dynamic multilingual, multicultural and creative team with a positive and friendly atmosphereGuidance and tools to reach your full potentialHybrid work-model.
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