English Team Leader Quality Role - Excellent Benefits

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Employer: DK Global Recruitment
  • Management - Consulting
  • Management Trainee
  • Human Resources - Psychology
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Timisoara
  • Updated at: 26.11.2021
    Short company description

    DK Global Recruitment is a multilingual recruitment agency, based in Dublin, Ireland. We specialize in finding European language-speaking jobs for job seekers in many European countries. With years of experience in the multilingual BPO sector, we have developed advanced skills that we use to help Companies relocate candidates globally, and assist candidates to relocate smoothly and find their desired employment.


    Proficiency in English
    At least 1-2 years experience as Team Lead
    Excellent people management skills, should have experience in previous roles
    Good experience in MS Office – Word, Excel and Power Point
    Strong experience on presentation skills
    Computer literate with a minimum typing skill of 30 wpm with 90% accuracy
    Excellent communication and customer service skills
    Excellent analytical and problem solving capabilities
    Ability to drive initiatives in the team with creativity and a long-term vision
    Experience in initiating and implementing process improvements
    Experience in Customer Support/Customer Relationship/Customer Service
    Hands on experience in back office activities – Live Chat and Social Media
    Take ownership to manage deliverables across multiple assignments
    Epic Super Hybrid and customized working schedule depending on the service window received from the client
    Should be a self-motivated achiever


    To motivate, develop and mentor team members in a dynamically changing environment
    Drive process performance to achieve and exceed SLA deliverables
    Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
    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 Shrinkage, Productivity and control attrition
    Manage dips in performance with adequate reinforcement plans proactively
    People management and associated responsibilities like performance and development management
    Ability to communicate well and Manage relationships with internal and external contacts
    Manage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIs
    Understanding of processes run by team and ability to bring in improvements and efficiencies within operations
    Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
    Conduct Team Huddles to discuss process updates, feedbacks and key focus points for the day
    Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
    Able to mentor team in process & quality parameters
    Perform Root Cause Analysis to identify key AFIs and create action plans / goals to improve
    Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member.
    Create, Publish and Maintain operations related reports on timely manner
    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
    Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
    Adhering to the company and customer procedures, policies, confidentiality guidance and data protection legislation

    Other info

    • Competitive remuneration package
    • A challenging working environment
    • Training provided

    Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them. Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.

    Note: Applying to this job advertisement would be considered as GDPR consent given to DK Global Recruitment. We may share your profile details directly with hiring company for initial screening of your profile suitability and duplicate check.