PORTUGUESE CS TEAM LEADER

Company:
ADECCO Apply for this job
Job Reference Number 13403424
Client ID: RI/PC2PTL
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Posted On: Jun 4 2009

Last Updated: Jun 5 2009
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Location: DUBLIN, DUBLIN

Job Type: Permanent
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Salary: EUR1 /A + NEGOTIABLE + BONUS & COMM

Benefits: COMMISSION
TRAINING / EDUCATION
BONUS
PERM. HEALTH INSURANCE
LIFE ASSURANCE
VHI


Job purpose:

The Team Leader is responsible for work flow control and deployment of staff, in order to deliver KPI's (Key Performance Indicators) and maintain business as usual. Typically the role holder will have a team of up to 15 FTE's
The Team Leader will usually be the secondary point of contact in the escalation process for any contentious issues

Main responsibilities:

*Responsible for the management, development and deployment of staff to ensure that performance targets and objectives of the section are achieved, in line with the overall centre targets.
*Carry out regular Controls and Checks to ensure timely action has taken place in order to minimise possible losses both reputation and monetary to the business.
*Handles escalated customer queries/issues.
*Will be expected to be able to deal with all types of issues with customers (within remit of department) including complex and contentious matters within limits of authority.
*Role holders will be involved in work not directly related to People Management, such as investigation and evaluation of new processes, dealing with marketing issues.
*Delivers through their team a high standard of sales service to existing and new customers.
*Coach and develop staff to achieve a multi-skilled team.
*Responsible for the control, direction and motivation of staff. Includes performance contracts, training programs and discipline where necessary.
*Control of the areas workflow to maintain service levels
*Responsible for the administration of an effective statistical information process relating to productivity and service levels.
*Agree section targets with functional manager then implement and maintain
*Forecasting workflows, organising shift-patterns and making recommendations to superiors about staffing levels and budgets.
*Implement changes to processes to improve productivity

Skills required:

*Fluent in English and Portuguese
*1.5 year minimum experience as a Team Leader in a Call centre environment.
*Motivational techniques involving communication of matters
*Customer Service, to include objectives, procedures, practices and policies
*People Management

nao me importava nada... mas experiencia em call center é zero virgula zero zero
e tambem nao estou na irlanda neste momento, o que sei que é logo um não á partida...