Dutch CS Team Leader - Lisbon

RESPONSABILITIES

• Motivate as a leader, controlling turnover and retaining potential and motivated team members
• Monitor and report team performance (correct call treatment, case treatment.)
• Give advisors feedback on their individual performance to improve and motivate their daily work
• Develop strategies for improvement of results/LOB upon need
• Distribute and balance the workload over the advisors and team leaders.
• Make sure processes and procedures are up to date.
• Offer support in critical problems (case escalations, emergencies, customer complaints).
• Take care of logistic problems (office supplies, general working conditions).
• Responsible of team administration
• Perform other tasks/duties as assigned by management depending on service needs
• Collect metrics, analyze these and report to customer / management / quality team.
• Provide other reports to management, as needed.
• Review of the data with PM and support preparing actions accordingly

REQUIREMENTS

• Native or proficient in Dutch (C1/C2) and other language is a plus
• Fluency in English (B2)
• 1 year of previous experience in management a multilingual team (CC is a plus)
• Ability to adapt to a fast-paced industry
• Strong analytics skills
• Excellent guidance & coaching skills
• Good communication skills
• Focus on business improvement
• Have excellent Customer Care skills
• Team building abilities: capacity to motivate and inspire people
• Good organizational capacity
• Are a team player and empathetic, flexible