Team Lead-Opeations

Employer: Gi Group Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 19.06.2021
    Short company description

    Gi Group este una dintre cele mai mari companii de resurse umane la nivel mondial, oferind servicii pentru dezvoltarea pieței forței de muncă. Grupul oferă servicii de muncă temporară și permanentă, recrutare și selecție, servicii de consultanță și training cât și alte servicii complementare.

    Requirements

    Gi Group is looking for a Team Lead with French/German for our partener, a multinational technology company:

    Qualifications:
    -A good level of English;
    -Excellent written and spoken German/French;
    -At least 1-2 year experience as Team Lead;
    -Excellent people management skills, should have experience in previous roles;
    -Good experience in MS Office – Word, Excel and Power Point;
    -Excellent communication and customer service skills;
    -Graduate (preferable);
    -Hands on experience in back office activities – Live Chat and Social Media;
    -Flexible approach to working hours 24x7, including rest days, holidays, weekends and extended hours, if required.

    Responsibilities

    Key responsibilities:
    -To motivate, develop and mentor team members in a dynamically changing environment;
    -Drive process performance to achieve and exceed SLA deliverables;
    -Provide excellent customer service and determine the needs of the client;
    -Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance;
    -Manage dips in performance with adequate reinforcement plans proactively;
    -People management and associated responsibilities like performance and development management;
    -Conduct Team Huddles to discuss process updates, feedbacks and key focus points for the day;
    -Perform Root Cause Analysis to identify key AFIs and create action plans / goals to improve;
    -Discover training needs and support in training to provide the necessary coaching on ground;
    -Collaborate with the different support groups
    –Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance.

    Other info

    Benefits:
    -Medical insurance package;
    -Vacation bonus;
    -Meal tickets – For each working day
    -Sport Benefits – Monthly
    -Children's Day ticket – 1st of June
    -Women's Day Tickets – 8 of March