Customer Service Team Leader With English - Madrid Indiferente

  • Confidencial
  • Madrid
  • 09-10-2016
  • Otros
We are looking for a Team Leader with English to work for HomeAway, a company leader in the travel industry. This person will be responsible for managing a team of 10-15 agents who support the United Kingdom market. Native level of English, similar experience of at least 1 year and availability to work day shifts is required.As a Team Leader you will direct daily activities of the call center, providing coaching and training to a team of 10-15 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role.This vacancy is Full time permanent position of 40 hours, from 8-17h or 13h to 22h, from Monday to Sunday with 2 days off.Your main responsibilities will be:-Point of contact for CSR's to provide coaching and mentoring support-Working with Line Manager support individual improvement plans with CSR, providing side-by-side coaching support and monitor progress when required-Flag behavioural performance to Line Manager which is impacting Customer Experience-Act as an information source for agents' questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team-Daily DSAT Analysis flagging key focus areas to Line Manager-Liaise with Learning and Development to identify training needs and support new hires-Reporting to Madrid CS Supervisor with a dotted line to the UK Quality & Process Lead-Call calibration with UK Quality & Process Lead to ensure alignment across all UK teams-Inspire and motivate agents; lead by example, encourage good team moraleWe are looking for a candidate with the following characteristics:Education-Associate DegreeExperience-1 year of experience (preferably in Call/Contact Center)-Experience of conducting quality monitoring and providing coaching feedback to agents- experience of deputising in Managers absenceTechnical Skills-Native English-Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level)Soft skills-Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis-Exemplary coaching and mentoring skills, ability to inspire and support people-Ability to build effective relationships with all level of professions-Ability to conduct appropriate performance management coachingOffer-Attractive salary-Social benefits-Full permanent positon-International environment

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