Team Leader Job ID: 111
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Job Details:
TEAM LEADER Our client is looking to employ a Team Leader who will be in charge of coaching, giving feedback and making sure that all agents are happy and work is met and done well. He/She will be responsible for giving support to each agent making sure that work is done in a structured manner in order to meet and exceed expectations. The Team Leader will be reporting to the Assignment Manager however in his/her absence, the Team Leader is responsible to manage and lead the team. General Duties: · Responsible for leading employees · Monitor and provide feedback to agents to continuously improve efficiency and quality · Responsible for day to day quality assurance/monitoring and coaching · Identify training requirements · Responsible for reporting and following up on daily reports · Holding 1 on 1 meetings with agents · Supervises and leads a team of not more than 12 FTEs or 15 agents · Represents the Project Manager (Assignment Manager) in his/her absence · Constant focus on clients matters · Responsible for creating, delivering and maintaining new hire training and material · Research and design suitable training material to meet identified needs making the training more interactive and business focused · Undertakes training needs analysis and developing suitable courses to meet the needs of organization Competencies: · Lead, supervise and motivate team in order to achieve targets · Must have the ability to spot and develop talent amongst others · Present and communicate information in a clear and precise manner · Manage requirements and setbacks · Deliver results and meet customer expectations by setting high standards with regards to quality and quantity · Always keeping focus on the clients needs and satisfaction · Always be analytical, providing solutions to any problems which might arise Other Skills: · Fluent (or native) German language skills in written and spoken · Strong PC and internet skills · Strong community and customer service focus · Very good expressive capabilities · Strong attention to detail · Very good problem solving skills · High level of service orientation · Strong team player · Understanding attitude, logical thinking · Flexibility and good under pressure · Good online attitude · Enthusiasm for, and knowledge of client · Customer support experienced · Experience in management employees and skill development coaching · Ability to direct and motivate others · Very good ability of leadership, organization and time management skills · Well-developed sense of urgency and follow through · Ability to work flexible and independent · Ability to work flexible hours and /or overtime · Must have knowledge and skills in using Microsoft applications · Understanding of and interested in internet and the online industry · Previous experience in leading a team or as a trainer · Flexible, able to lend a hand and ask for help when needed · Willing to give feedback and improve at all times Should you be interested in this role or know of anyone who would, kindly send your application to Kristen on [email protected] |
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