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Team Leader

Ref: 4345

Posted on 02 November 2020
Contract Type
Position Highlights:

As a Team Leader you will be responsible for: 

  • Monitoring ‘real-time’ performance of inbound queues
  • Performance management of the agents
  • Managing of day to day performance of agents with regards to productivity, SLA’s, customer satisfaction and efficiency
  • Ensuring the quality of service as contracted with the customers
  • Escalation Management
  • Administering work schedules and timesheets of the agents
  • Mentoring of new hires
  • Asset Management
  • Reporting of all activities
  • Service Transition/Transformation

If you have:

  • At least 6 months experience in the People Management environment
  • Excellent communication skills
  • Understanding of Call Centre business
  • Highly motivated towards achieving targets and customer satisfaction
  • Strong organizational, planning and presentational skills
  • Ability to work under pressure in a highly targeted environment
  • Reporting experience, e.g. Excel pivot tables
  • Committed to self-development and the development of others
  • Excellent knowledge of the English language

As an advantage will be considered:

  • Understanding of Call Centre business or in a Team Leader environment
  • German language skills