As a Sales Team Leader, you will be responsible for monitoring and reporting on team performance while giving them feedback on their individual performance.
Detailed Duties and ResponsibilitiesOffer support in critical problems (case escalations, emergencies, customer complaints).Organize weekly meetings to give feedback on team performance, and inform on new procedures and upcoming changes.Manage all disciplinary issues effectively in communication with HR department.Give agents regular feedback on their individual performance.Take incoming customer calls, log call details onto call management systems, and provide response and resolution within SLA.Provide other reports to management as required.Shift scheduling and communication to the team.Prepare Service Level reviews and attend Service Level Review meetings.Monitor and report team performance.Make sure that working processes & procedures are up to date.Participate in the recruitment process together with HR department.Collect metrics, analyze these, and report to customer/management/quality team.Keep track of each agent's training and training needs.Motivate the team and control the turnover.Identify current and future hiring needs and communicate timely to Management.Take care of logistic problems.Targeted QualificationsExcellent written and verbal communication skills.Good written and verbal communication skills in B2 level or higher.Customer service and Sales oriented with the ability to emphasize and resolve issues addressed.Energetic and motivated self-starter, capable of achieving the targets set.A resourceful and stress-resilient personality that can adapt and remain calm in all situations.Business knowledge and commercial awareness.Solid IT knowledge.Strong leadership skills with the ability to implement & manage the change process.Interpersonal SkillsCommunicative: Speak and/or write well and get your ideas across to others easily.Interpreter: Look at things and make sense of them, figure what is needed and how to fulfil it.Confident, Pleasant, Energetic, Helpful, Trustworthy.Efficient: Perform tasks in the fastest and simplest ways that they can be done.Organized & Punctual: Put things in order so that they run smoothly and are always on time.Flexible: Can carry different responsibilities, sometimes with very little advanced notice.Listen: Pay attention to what others are saying, without daydreaming or judging them.Precise: Make sure that things are done accurately, correctly and exactly.Willingness to acquire new knowledge.Service Customers: Be friendly, patient and polite with customers and try your best to service their needs/wants.Offer & BenefitsPackage offered: Employment contract. Relocation Support - If living abroad. An interesting and dynamic work environment in a multinational company.
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