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13,000+ live jobsDutch CS Team Leader - Lisbon
On-site in Lisbon·Added 1 month ago (last checked 2 Nov)
Our summary
- Work mode
- On-site, Lisbon
- Languages
- Dutch
Skills
The role
What you'll do
- Motivate as a leader, controlling turnover and retaining potential and motivated team members
- Monitor and report team performance (correct call treatment, case treatment.)
- Give advisors feedback on their individual performance to improve and motivate their daily work
- Develop strategies for improvement of results/LOB upon need
- Distribute and balance the workload over the advisors and team leaders.
- Make sure processes and procedures are up to date.
- Offer support in critical problems (case escalations, emergencies, customer complaints).
- Take care of logistic problems (office supplies, general working conditions).
- Responsible of team administration
- Perform other tasks/duties as assigned by management depending on service needs
- Collect metrics, analyze these and report to customer / management / quality team.
- Provide other reports to management, as needed.
- Review of the data with PM and support preparing actions accordingly
REQUIREMENTS
- Native or proficient in Dutch (C1/C2) and other language is a plus
- Fluency in English (B2)
- 1 year of previous experience in management a multilingual team (CC is a plus)
- Ability to adapt to a fast-paced industry
- Strong analytics skills
- Excellent guidance & coaching skills
- Good communication skills
- Focus on business improvement
- Have excellent Customer Care skills
- Team building abilities: capacity to motivate and inspire people
- Good organizational capacity
- Are a team player and empathetic, flexible
€920
