Team Leader-Customer Support

Temps is the leading company providing integrated HR services and workforce solutions for white collars professionals. Founded in 2011 as part of an IT group, historically we build our core expertise for the IT&C sector. Temps capitalized the market knowledge and expended its expertise to expanding industry sectors. The company has been growing out of passion for an outstanding performance for both candidates and clients. We continuously invest in technology and process digitalization as key components for a flexible and effective service.

What differentiates us is what makes us stronger as a team. Values are what keeps us together and define us In our efforts to achieve goals, honor commitment and create a great service experience.

Find your next career opportunity in our list of open positions. If you’re an experienced professional, that’s wonderful. If not, that’s still ok, as long as you have enthusiasm and drive. For us, it’s not about years, it’s about attitude.

12 months’ team leading experience in a contact centre environment, where motivating and coaching staff was a significant feature of the role.
A further 12 months’ experience of customer services.

Coaching and mentoring skills, aware of principles, practices and limitations and be able to use and train others in their appropriate use.

A proven track record of leading teams to meet or exceed targets and KPIs.

Ideally you will be educated to A Level standard, baccalaureate or university entrance standard. Applications from graduates would be particularly welcome.

Have business level English and ANY OTHER LANGUAGE from: Bulgarian, Czech, Danish, Dutch, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Russian, Slovakian, Slovenian, Spanish and Swedish.

Be able to work a fully flexible 24/7 pattern, including NIGHTS, WEEKENDS AND PUBLIC HOLIDAYS.

This role involves the use of PC advanced telephony work, and you must be a confident user of both.

Have an ability to quickly develop a rapport with our customers, emergency services over the phone.

A drive for excellent customer service.

The sensitivity and professionalism to effectively manage pressurised situations.

Manage, develop and motivate a team of 10-15 advisors to provide a quality advisory and emergency service to OnStar subscribers.
Lead and develop team members in way that creates an engaged and values driven environment for our staff.

To lead and support team members in terms of process and product knowledge and efficiency and escalate areas of inefficiency and improvement to the Team Manager.

To deliver and meet individual and company quality standard by driving performance through training, feedback and coaching.

Listen to calls and score according to agreed metrics and use as the basis for feedback to team members for both reward and development

Provide verbal / written feedback on performance through the performance appraisal system.

Provide 1-2-1 support to team members engaged with an emergency calls and be willing and able to take control if required.

Manage the case management process for resolving operational issues.