Perfiles Ciberseguridad
Fixed-term contract
Full-time
Desde 13.000 €
You will join a multinational and innovative company, with a young and multicultural environment. They are specialized in outsourced omnichannel customer experience management, with more than 20 years of presence in the market. Their offices are located in Pozuelo de Alarcón, very well connected both by car and public transport, and you will be able to continue boosting your career.
As a Team Leader, your main objective will be responsible for providing coaching and training to a team of 4-5 CSR agents, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels.
During your day to day:
- You will act as an information source for agents' questions pertaining to process, policy and work schedules.
- You will review, organize and delegate daily tasks for the team.
- You will carry out the operation, commercialization and incident’s management of the products and services.
- You will carry out performance measurement, CSAT scores/feedback, general monitoring, and evaluation of the agents and operators to improve the teams' efficiency.
- You will inspire and motivate agents; lead by example, and provide ideas to improve the customer experience.
- You will be available to cover all hours of business operation and coordinate with other leads as a point of contact to ensure continuous and full support.
You are the person we are looking for if:
- You are Native/bilingual in English.
- You have one or more years of Customer Service experience in a similar position.
- You have experience conducting quality monitoring and providing coaching feedback.
- You have previous experience managing teams.
- You have experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.)
- You have a high standard of computer literacy and keyboarding skills.
- You are highly motivated, maintain calmness under pressure, focused, teamwork and passionate about connecting to the customer.
- You will work full-time 39h: Monday to Friday.
- You will have a stable position.
- You will have a package of social benefits.
- You will be part of a dynamic and multicultural environment.
