Team Lead-Operations

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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.

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.

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