German speaking Team Leader- Malta
Our client is now looking to employ a dymamic and positive Team Leader for the German Assignment to strengthen further its growing operations within Malta office.
Take full responsibility for the operation of the team under his/her 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:
1. 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.
2. Ensure that Service Level Agreements in terms of quality and quantity regarding user experience, company layers and agent performance are within the provision of the service.
3. Maintain and extend the relationship with the Client where necessary in order to clarify their expectations and deliver agreed services.
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.
Fluent in German and English (written and spoken).
Previous experience in customer care
Previous experience leading a team (10+)
Very good computer skills (especially MS Office)
Excellent interpersonal skills and a collaborative management style
Self-managing competencies, managing others & relationships, managing groups
Strong communication skills
Proactive work attitude
Willing to work on shift including Saturdays & Sundays and Public Holidays
Should you be interested in applying for this vacancy forward your Cv to Eli Foley on firstname.lastname@example.org or contact us on +356 27 24 518 for more information.