Job Description
Manpower UK is recruiting on behalf of our global travel client for a German Speaking Team Leader to join a successful team and fantastic company within their Edinburgh contact centre.
Team Leader Role Overview
As the Customer Service Team Leader in a state of the art, fun environment unlike any other. You will enjoy delivering amazing world class customer service, smashing your targets and soaring to new highs in your career. Expect industry leading benefits, plus working with a team from a diverse background within a multi-cultural award winning environment.
What you will do:
Working in our clients award winning offices in the centre of Edinburgh your number one priority will be to support our advisors who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. You will be tasked with supporting your people and removing any barriers that prevent them from demonstrating our clients Mission and values.
The ideal Team Leader understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class customer service.
Key Responsibilities
Manage the performance and development of team members through appropriate use of the performance Management system and a wide range of managerial techniques
Ensure that quality is a key team driver which underpins all operational performance, proactively driving a culture of continuous improvement
Be first point of call for resolving escalated issues to the satisfaction of the customer in a timely manner to minimise risk to the Company and the customer
Maintain the highest levels of client and customer satisfaction
Person Specification
Previous Team Leader, Supervisory or Managerial experience
Previous Call Centre experience is advantageous,
Multilingual is desirable
Fluent in written and spoken English and German
Leadership, Delivering Service. Delivering Results
Experience coaching or leading people
Ability to create and continually support people through individual development plans
Strong listening skills
Positive communicator who understands when necessary how to have tough conversations
Knows and communicates our clients mission, vision and strategy
Ability to confidently facilitate team discussions and communicate business messages
Role model in contact handling skills
Strong time management and organisational skills
Takes action on emerging issues and opportunities
Helps associates understand what good likes, and supports them to reach it
Advanced computer skills, fluent with Excel and Word
Should you be looking for your next career move and start 2022 in a new role. Please forward your CV in the first instance.
Team Leader Role Overview
As the Customer Service Team Leader in a state of the art, fun environment unlike any other. You will enjoy delivering amazing world class customer service, smashing your targets and soaring to new highs in your career. Expect industry leading benefits, plus working with a team from a diverse background within a multi-cultural award winning environment.
What you will do:
Working in our clients award winning offices in the centre of Edinburgh your number one priority will be to support our advisors who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. You will be tasked with supporting your people and removing any barriers that prevent them from demonstrating our clients Mission and values.
The ideal Team Leader understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class customer service.
Key Responsibilities
Manage the performance and development of team members through appropriate use of the performance Management system and a wide range of managerial techniques
Ensure that quality is a key team driver which underpins all operational performance, proactively driving a culture of continuous improvement
Be first point of call for resolving escalated issues to the satisfaction of the customer in a timely manner to minimise risk to the Company and the customer
Maintain the highest levels of client and customer satisfaction
Person Specification
Previous Team Leader, Supervisory or Managerial experience
Previous Call Centre experience is advantageous,
Multilingual is desirable
Fluent in written and spoken English and German
Leadership, Delivering Service. Delivering Results
Experience coaching or leading people
Ability to create and continually support people through individual development plans
Strong listening skills
Positive communicator who understands when necessary how to have tough conversations
Knows and communicates our clients mission, vision and strategy
Ability to confidently facilitate team discussions and communicate business messages
Role model in contact handling skills
Strong time management and organisational skills
Takes action on emerging issues and opportunities
Helps associates understand what good likes, and supports them to reach it
Advanced computer skills, fluent with Excel and Word
Should you be looking for your next career move and start 2022 in a new role. Please forward your CV in the first instance.
About Manpower