Добавено на 2 months ago

Customer Service Team Lead with German

Населено мястоOblast Plovdiv, Bulgaria

Нивo на позициятаManager

Дата на добавяне2022-04-28

ИндустрияCall Centre and Customer Service




Customer Service Team Lead with German


The Adecco Group is the world's leading provider of human resource solutions and Global Fortune 500 company. At Adecco, we daily connect more than 700, 000 people from 60 countries around the world with work opportunities with our clients - leading employers from various industries. But our goal goes beyond just finding new jobs for the people - our goal is to help you find a fulfilling job, the perfect match for you, a position in which you will do what you love. And this is not just a job for us, this is our passion!

One of our new and exciting partners – Capita - a transformation and digital services company, delivering innovative solutions and simplifying the links between businesses and customers, governments and citizens, is opening their first office in Bulgaria. For them we are looking for an experienced Customer Service Team Lead with German.
 
Role overview
Disciplinary leadership of the assigned team of client advisors as well as bearing the responsibility to achieve the set team targets. Coordinating support from project supporters in own team.

Main responsibilities:

•    Systematically increase the qualitative and quantitative project results of the assigned client advisors
•    Absence analysis, control of duty times (e.g., duty roster, breaks)
•    Target achievement with regard to operational, project-specific key figures 
•    Briefing of client advisors and disciplinary follow-up regarding standards, processes and workflows
•    Conduct staff appraisals on all disciplinary matters (including motivation, praise, criticism, interim feedback, reprimand, dismissal) using the required documentation templates
•    Maintenance of project documentation and related tools
•    Responsibility and delegation in contributing to the development/revision of interview guidelines and interview structures
•    Planning and follow-up of trainings for client advisors
•    Organization and implementation of team meetings and briefings
•    Meeting and following up on target agreements with client advisors
•    Client support in addition to the project manager and participation in client meetings
•    Produce internally and externally required reports and presentations for internal and external purposes

Requirements:

•    Excellent written and spoken German
•    Good written and spoken English
•    MS Office knowledge (Excel, Word, PowerPoint)
•    Previous experience on a leadership role preferably in Customer Service
•    Ability to work in a team and develop a team
•    Strong communication skills
•    Goal-oriented person
•    Flexibility and resilience
•    Proactivity

The company offers:

•    Attractive salary
•    Additional health insurance
•    Food vouchers
•    Bonus scheme
If you are interested in the opportunity to join brand new team and to apply your knowledge, please apply by sending your resume today.

Only short-listed candidates will be contacted.
All applications will be treated in strict confidentiality. 
Recruitment license from National Agency of Employment №1814 from 08.12.2014