Team Leader with German

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)

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.

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.