Start: asap
Tasks:Monitor and report team performanceGive agents regular feedback on their individual performanceMotivate the team and control the turnoverOrganize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changesKeep track of each agent's training and training needsParticipate in the recruitment process together with HR departmentManage all disciplinary issues effectively in communication with HR departmentIdentify current and future hiring needs and communicate timely to ManagementShift scheduling and communication to the teamMake sure that working processes & procedures are up to dateOffer support in critical problems (case escalations, emergencies, customer complaints)Take care of logistic problemsTake incoming customer calls, log call details onto call management systems, and provide response and resolution within SLAPrepare Service Level reviews and attend Service Level Review meetingsCollect metrics, analyze these and report to customer / management / quality teamProvide other reports to management, as required.Skills:Native/fluent in German, both oral and written.
Fluent in EnglishMinimum 2 years' experience in same or similar roleComputer literate with sound knowledge of Microsoft Office suiteBusiness knowledge and commercial awarenessCustomer service oriented with ability to emphasize and resolve issues addressedExcellent communication skills with ability to negotiate and persuadeLeadership skills with ability to implement & manage change processFollow the security rules of the companyAbility to deliver training, conduct roleplays and provide feedback in 1-2-1 or group formatEnergetic and motivated self-starter, capable of achieving the targets setResourceful and stress resilient personality that can adapt and remain calm in all situations.Benefits:Excellent remuneration package based on experience, skills and performanceBe part of a dynamic and creative team with positive and friendly atmosphereGuidance and tools to reach your full
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