Candidatul ideal

The Team Leader will be responsible for overseeing the daily operations of our customer team, ensuring that customer inquiries, requests, and issues are handled promptly and efficiently. The ideal candidate will have a strong background in customer service, excellent leadership skills, and ideally a good understanding of the automotive industry. This role requires a proactive approach to problem-solving and a commitment to enhancing the overall customer experience.

The Team Leader is responsible for the work environment, development and achievement of KPI’s (internal & external) for a group of agents.

Job Requirements and how do we picture you:

• Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience;
• English - advanced - C1;
• Excellent communication skills: verbal, written, active listening;
• Microsoft Office (Excel) knowledge - medium to high level;
• Ability to effectively deliver updated program and process changes.
• Ability to redirect and coach for improvement to diverse agent base.
• Ability to gauge user ability and modify delivery skills accordingly.
• Ability to recognize trends and escalate information as appropriate.
• Analytical problem-solving skills; linear and logical troubleshooting skills.
• Ability to set expectations and deliver information in a positive way;
• Good time management skills and multi-tasking ability.
• Ability to handle difficult or irate customers effectively.
• Polished etiquette and delivery.
• Availability to work full-time is mandatory;
• Availability to work from the office (Bucharest);
• Availability to work in shift;
• Sales experience nice to have;
• Team Leader experience min. 6 months;

Descrierea jobului

Responsibilities:

• Support, motivate, evaluate, develop and coach your Agents to continually meet and exceed their individual / team targets.
• Completes regular monitoring’s of your teams handled contacts and provide appropriate feedback, coaching and education to ensure Agents meet the minimum client requirements.
• Provide “real time” support to Agents experiencing difficulties on calls and handles escalated irate and/or upset customers' inquiries promptly & professionally when necessary.
• Ensure all Teleperformance policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately.
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
• Professional attitude in interaction with other Departments (WFM, QA, Payroll/HR, etc).
• Follow all steps of TOPS to manage your team and their shift on daily basis.
• Monitoring & coaching your team.