Team Lead with German | Full-remote

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)

The personal and technical profile of our future team lead includes:

• Great communication skills, both written and verbal
• Mandatory advanced level of German language (B2-C) and medium level of English language
• Good knowledge of MS Office package (Outlook, Excel, Word, PowerPoint)
• Knowledge and experience using SAP and ticketing systems
• Min. 2 years’ experience in Customer Service operations
• Team management skills through clear roadmaps and effective communication
• Organized and adaptable individual with effective time management; experience in working under pressure and in high volume environments
• Great results focus and ability to track and monitor progress against plan; strong influence and impact; good expertise in performance management and team motivation
• Customer focus: understand customer requirements; anticipate and meet the needs of customers; build long-term customer relationships; shares customer insight with employees; develop innovative customer solutions.

Key operational and team management responsibilities:

• Oversee and manage all daily functions of the processes
• Set targets for all Analysts to meet up with
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended to
• Prepare forecasts for the activity
• Deliver all departmental KPI's, achieving set targets and objectives
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all team members and participate in recruitment of new analysts
• Submit regular reports to management and seek new ideas and strategies to improve business performance
• Build effective relationships with other teams and departments; Communicate all information clearly and in a timely manner
• Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards

Team Leadership and Culture:

• Provide clear leadership in terms of setting stretching targets for both teams and ensures fully co-ordinated approach between country teams and shared services business administration team
• Ensure a harmonious working environment for all other team members and delegate duties to all team members
• Act as a role model to others whilst striving to achieve high standards of performance and customer service

Performance and Improvement:

• Perform evaluation process with all team members; Conduct regular review of all team members performance and organize training sessions for under performers
• Offer feedback and improvement resources
• Maintain error log and promote debrief and feedback with all the team to promote quality
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency
Client relations:
• Develop and maintain communication and collaboration with the clients; ensure that clients are always satisfied by providing prompt response and solutions to their challenges
• Receive, investigate, and propose solutions for escalation issues
• Ensure all business administration KPI’s /SLAs are delivered.