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Full-Time French Team Leader
Job Description
Team Leader – French
Please join our international team as a Team Leader where you will be responsible for focusing on quality of customer experience delivered by your team, improving and understanding the quality parameters. You will also be responsible for day to day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
Responsibilities:
- Analyze performance of the team through various reports available. Same to be discussed in briefings and actions to be planned to work on the AOIs
- Prepare and conduct daily briefs
- Conduct 1-2-1 with team members once every month to discuss performance and development opportunities
- Relationship building with support groups & team
- Ensure schedule adherence across shifts in case of any potential deviation keep the Shift lead informed for staffing plan.
- Team Supervision and Performance Management.
- Staff Training, Providing feedback on Monitored calls (If Required)
- Coaching and Mentoring Support Professionals
- Coordinate with the L2 teams to improve the Resolution performance
- Act as a SME and Floor Support for the team
- Ensure that the Project meets all the stipulated SLA’s and report deviations to the concerned team.
- Responsible for updating reports for the team [Ex: Daily Dashboard etc.]
- Performing follow up action on client queries
- Will be part of Daily/Weekly reviews with the internal management team.
- Will be responsible to validate a requirement for Major ticket for any outage/Major Incident.
- Update Floor Management team on any major issues
- Whenever tools are down, need to follow the escalation process and keep the TL / Operations / Delivery manager posted on the updates.
What we require:
- Bachelor’s Degree in any discipline
- At least 1-3 years experience as a Team Leader in an international customer service or call center environment
- Service Desk or experience in a technical environment is a strong advantage
- Willingness to work in a 24/7 environment
- A good command of English + French is a must, both written and spoken
- Understanding of Quality culture
- Excellent Troubleshooting skills, search skills, ability to approach problems logically
What we offer:
- Open, international and multicultural environment
- Opportunity to be part of a rapidly expanding organization
- IT Academy courses, professional development and career path
- Competitive salary and cafeteria benefits
How to Apply
Please send your professional CV via email to recruiterhungary@gmail.com1274 total views, 0 today