Job Details

Job
Location
German Speaking Team Leader - Malta
Job ID: 3704
Job Type:
Region:
Permanent
Malta

Job description:
About The Role:

Take full responsibility for the operation of the team under your responsibility and ensure that it is delivered in accordance with the targeted profitability as well as agreed Service Levels. Be pivotal in the success of the assignment and proactively work to: 
  • Assume responsibility for the people aspect of the team and adopt a hands-on approach in the recruitment, training, performance monitoring, coaching, motivation and leadership of agents within the Team.
  • Ensure that Service Level Agreements in terms of quality and quantity regarding user experience, Besedo layers and agent performance are within the provision of the service.
  • Maintain and extend the relationship with the Client where necessary in order to clarify their expectations and deliver agreed services.
   
Your Role And Responsibilities:

  • Where necessary assist in ensuring all assignment related relevant systems, manuals, instructions and user guides are updated/reviewed as often as necessary.
  • Strive to understand the economics of the assignment the team is working together.
  • Propose changes to efficiency to your Team Manager whenever there is an opportunity to increase productivity (without jeopardizing quality).
  • Assist where necessary implementation of new technical procedures/changes in the assignment.
  • Where possible and time permits, be actively involved in the process for recruitment of staff.
  • Be responsible for the day-to-day management of agents in the team and generally inspire, coach, stimulate and motivate all agents to reach targets, maintain discipline, and reduce staff turnover.
  • On a weekly basis, analyses and evaluate agent performance and meet with Team Manager to discuss development and agree upon initiatives as well as review past actions.
  • Holding 1-2-1 appraisals with agents in accordance with standard operating procedures as well as delivering ongoing feedback to agents regarding their efficiency and quality.
  • Assist where necessary to ensure all staff within your team is sufficiently trained to perform the required tasks.
  • Submit statistical / performance / progress reports to Team Manager or Client Partner as required.
  • Handle shift swaps, vacation requests and sickness leave and plan overtime if needed.

Skills, Knowledge & Expertise:

  • Fluent German language skills (native level) and fluent in English (written and spoken)
  • Previous experience in customer care would be considered as an asset
  • Previous experience leading a team (10+) would be considered as an asset
  • Very good computer skills (especially MS Office)
  • Self-Managing competencies
  • Understanding of strategic direction and organization priorities (needs)
  • Managing others & relationships
  • Strong communication skills
  • Excellent interpersonal skills and a collaborative management style
  • Ability to monitor performance, provide feedback and take appropriate action
  • Ability to apply effective team decision making and problem solving techniques
  • Proactive work attitude
  • Willing to work on shift including Saturdays & Sundays and Public Holidays
 
We offer:

  • An opportunity to make a positive impact on the digital world
  • A stimulating and rewarding job in a fast-moving, innovative and international tech-company
  • Private Health Insurance
  • Comprehensive training
  • Fun events, great colleagues and a fresh, playful workplace
  • Re-location packages for international applicants
  • Free shuttle service after the late shift
 
If you are interested in this position or know someone that would be, kindly forward your CV to Noelia Gonzalez on noelia@spotonconnections.com