Team Leader with German

Employer: SalesConsulting
Domain:
  • Others
  • Customer Support - Client Service
  • Management - Consulting
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 25.03.2019
    Short company description

    Sales Consulting activates on the HR market since 1998, having a national coverage in several areas of expertise: recruiting and selection assessment center HR market mapping/due diligence projects, personnel leasing, payroll.

    Sales Consulting has 2 fully operational branches: Cluj-Napoca (also the head-office) and Bucharest.
    We are developing various projects (Recruitment, Training and Consultancy) in some of the most varied type of industries:
    - AUTOMOTIVE/PRODUCTION/ENGINEERING (Specialists and Middle & Top Management positions)
    - OUTSOURCING (BPO/SSC/CC)
    - IT & C (C++, C#, .NET, Java, Linux etc)
    - FMCG (sales & purchasing positions; all levels)
    - PHARMA (all levels)

    Requirements

    Relevant industry and organizational leadership experience;
    Strong level of German and English;
    Good Excel knowledge;
    Excellent client relationship management skills including experience working with executive’s level;
    Demonstrated ability to think critically and analytically;
    Proven ability to organize and clearly communicate thoughts and ideas;
    Proven ability to lead, coach, motivate and develop staff;
    Act as role model for the team members;
    Very good interpersonal, motivational and leadership skills;
    Service minded, able to take the customer perspective;
    Process oriented, organized, structured and detailed;
    Able to work in the matrix organization structure;
    Ability to manage uncertainty and to work within difficult contexts;
    Ability to manage human resources and facilitate team-work.

    Responsibilities

    Work with the workforce management team to ensure accurate staffing and scheduling that supports financial objectives and customer expectations;
    Motivate, coach and retain staff as well as coordinate reward, bonus, and incentive schemes.
    Drive resolution of client complaints and escalations;
    Deliver all internal & external management/ customer reports;
    Review performance of staff, determine training needs and make employment decisions;
    Identify, recommend and support the implementation of various programs and projects for the improvement of customer service processes;
    Plan staff recruitment. Oversee recruiting, hiring and training processes;
    Responsible for achieving team SLA’s;
    Ensures daily reporting for productivity;
    Conducts one on ones on monthly basis, quarterly, midyear and yearly appraisals;
    Develops and maintains Incentive program for team members;
    Oversees that process equipment and systems operate properly;
    Functions as per QMS procedures;
    Performs Quality Control processes in accordance with set guidelines;
    Ensures quality targets laid out are met for the processes owned;
    Provides feedback to each team member to ensure adherence to quality requirements;
    Ensures VOC (Voice of Customer) scores are met or exceeded in their area of competency;
    Assesses performance of teams and counsels for performance improvement;
    Will work with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job; participate in the selection of and approve agent hiring in conjunction with HR department;
    Will involve the Human Resources department on attrition related issues and keep attrition levels;
    Ensures Training Needs Identification is done regularly for all team members in order to address individual development needs to support business goals and minimize staff attrition;
    Ensures Training schedules are followed and delivered;
    Improves/Maintains employee satisfaction and VOE success;
    Ensures Reward /Recognition for Top Performers, Significant Contribution;
    Motivates and build the skills of the team;
    Encourages and drives team activities;
    Builds relationship within his team;
    Expands team members capability on KPI metrics tracked for performance management;
    Conduct or arrange any coaching identified for each team member to achieve and improve individual targets focusing on key drivers supporting revenue.