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Fluent German / English Speaking Team Leader - Contact Centre

The role

To support the project of create and develop a call center in Central London are looking to recruit a team leader with fluent German.

The main languages of the London site will be German and Dutch.

His/her primary focus will be on managing people in order to maintaining quality of service provided.

In addition, we expect team leaders to recruit and involve new employees to the companies project and ambitions.

Team leader is the person responsible of the right application of processes of his/her team.

Key responsibilities include:

- Implement the strategy to improve customer service levels: optimize response times, call duration and customer satisfaction by managing a team of about 10 persons from different culture foreigner language spoken.
- Constantly review service levels through a detailed KPI dashboard allowing a careful monitoring of the overall performance
- Supervise the management of the contact center agents, ensuring a continuous improvement of their performance along all key KPIs
- Participate to the recruitment process supported by the Head of Customer Services UK
- Report on a regular basis to the Head of Customer Services UK, explaining in details the achieved service levels and key trends in customer feedback/reasons to call.

The team

You will report into Head of Customer Services UK based in London, and will work closely together. You will lead a team of ~10 people : contact center agents multilingual.

We will have three teams : English speaking, English + dutch speacking, English + german speaking.

A trainee period would be organized in France before the launch of the English site. This time would be dedicated to the discovery of French team, processes and projects.

We expect that team leaders would participate to the recruitment of his team before the launch of the activity.

Your profile

The successful candidate will be an accomplished team leader with an confirmed experience in call centers.

He/She is use to work with detailed workplans, KPIs that are tracked on a daily basis. He/she needs to be able to work in a complex environment, managing and integrating different cultures, a large and highly diverse product mix, and a complicated customer delivery process, requiring a highly structured approach to respond to a wide variety of customer requests and feedback.

In addition, the ideal candidate will demonstrate:

- Strong leadership capabilities
- Strong multicultural management experience
- A deep, practical understanding of what drives customer satisfaction, and an ability to translate this into concrete, day-to-day actions
- A very operational and "hands-on" mindset, with a strong focus on delivering results quickly
- Very strong interpersonal skills
- Use of German

Vacancy Summary

35,000 - 40,000
Job Type
Start Date
Ref No
Date Advertised
18 Jan 2017

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Recruiter info

Contact Centre Recruitment Ltd
Carla Anderson

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