About the job

Purpose of the role

You will be key to our new business partner's success, as you will lead a team of highly skilled Representatives and be held responsible for their performance and satisfaction at all times.

You will report directly to the Operations Manager and work with your fellow team leaders to further improve overall performance without losing sight of your team's KPIs.

You will oversee the preparation of service, develop new opportunities and translate data into concrete actions, analyze reports, identify trends and ensure planning, KPIs and employee satisfaction targets are achieved at individual and team level.

Responsibilities

Manage your team ensuring that service is met consistently.
Term planning / forecast preparation.
Design thinking in terms of new developments and opportunities.
Delegation of tasks and set deadlines.
Oversee day-to-day operation.
Monitor team performance and report on metrics to perform outstanding results.
Identify individual improvements and "Coach, Coach, Coach".
Listen to team members' feedback and resolve any issues or conflicts.
Recognize high performance and reward accomplishments.
Develop strategies to promote team member adherence to company regulations and performance goals.
Ensure that your team's satisfaction levels are always met no matter what!

Requirements

BA/BS degree or equivalent practical experience.
+2 years of experience in Customer Service
Excellent people & communication skills.
C2 level of English. Advanced level of French is a plus
An ongoing desire to learn and develop.
Comprehension - Ability to clearly understand and respond appropriately to the problem statements.
Ability to maintain and manage active engagement during communications.
Capable of managing communication flow and direction.
Knowledge on internet connectivity and troubleshooting.
Knowledge of browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome).
Excellent research skills with proficiency in the use of 'search' function.
Adaptability to change in schedule and skill set as prescribed by Service Delivery.
Team player that is willing to make adaptations for the benefit of customers and the program's engagement activities.
Goal orientated with a focus on learning and continuous improvement.
Fluent in discovering customer pain points and needs.
Capable of effectively handling customer objections and driving value added in solutions offered.
Capable of effectively utilizing product benefits to drive customer desire to buy.
Capable of effectively utilizing the full portfolio scope during up-sell and cross-sell opportunities to drive total order value.
Effective time management and strong focus on schedule adherence and/or attendance 5.

Desirable Skills

Process Excellence: Systematically improving organizational processes to enhance efficiency, effectiveness, and quality
Collaboration: Working effectively with others, sharing ideas and resources to achieve common goals
Communication: Exchanging information, ideas, and messages between individuals or groups through various channels and mediums.
Emotional Intelligence: Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of actions
Open Mindedness: Considering and appreciating diverse perspectives and ideas, fostering collaboration
Critical Thinking: Evaluating information and arguments, leading to informed and effective decisions based on data insights
Solution Orientation: Approaching problems and challenges with a focus on finding practical and effective solutions
Entrepreneurship: Having a mindset characterized by innovation, creativity, risk-taking, and a proactive approach to problem-solving and opportunity identification
AI Proficiency: Understanding und leveraging Artificial Intelligence concepts, including machine learning, data analysis, and automation
Data Literacy: Reading, interpreting, and analyzing data, enabling informed decision-making based on digital information

Benefits

Full-time position, from Monday to Sunday
Permanent contract
Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language)
A permanent presence of coaching figures & leaders who will facilitate your personal and professional development
Excellent & Modern work environment, social arrangements and personal development
Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team
Access to Teleperformance worldwide development programs

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

English Speaking Customer Service Team Leader (Backup)

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