CONTACT CENTRE TEAM LEADER- FRENCH AND GERMAN SPEAKING

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An exciting JOB OPPORTUNITY has arisen for a tri-lingual French, German and English speaking Customer service advisor looking to take on a contact centre manager role for an exciting global brand in Croydon. 

This JOB could either be for someone looking to take their next step into a managerial role OR an already established manager.

Purpose of role

The role of the Team Leader is to ensure the delivery of excellent customer service through the contact centre by monitoring workloads across the team and ensuring all work is completed on a timely basis. The Team Leader assists the team in the completion of work responding to queries on a day to day basis. They are a role model to their team and take responsibility when necessary to assist in all areas of the work.

Key areas of responsibility
• Support the Customer Services Manager (CSM) in ensuring the delivery of Contact Centre KPIs for telephone answering, email response times and quality of call/email/live chat handling.
• Responsible for allocating all work within the team and to ensure completion on a timely basis. This can include emails, order entry, returns, all daily reports, catalogue requests and deletions and any other work taken into the contact centre for completion.
• Plan workloads based on staff availability, undertaking any outstanding work that needs to be done to meet targets.
• Handle escalated queries and day to day issues raised by team members.
• Keep CSM updated on a regular basis with issues and concerns affecting the team and the workload.
• Complete ad-hoc reports and work on projects as and when requested by the CSM.
• Support CSM with ensuring all new staff get sufficient training when they join the business.
• Coach team on all aspects of their calls and emails.
• Support CSM in staff performance reviews and the planning of the monthly one 2 ones.
• We are a seven day a week operation and therefore weekend cover may be occasionally required.

Person Specification
• Tri-lingual in English, French and German with excellent spoken and written skills in all languages
• Fundamental customer service skills – excellent telephone manner and good understanding of the principles of customer service.
• Excellent communication skills 
• Good influencing skills – proven ability to convince others and gain their respect.
• Ability to work well under pressure, showing good time management skills and the ability to prioritise.
• The ability to motivate and lead people and good commercial awareness.
• IT skills, excel and word.

Reed Specialist Recruitment Limited is an employment agency and employment business