Our client, a world leader in sports betting and gaming entertainment is looking for a German speaking Customer Service Team Leader to join their team in Lisbon!
Requirements:
- Fluent English and German – C1 level (speaking & writing)
- Previous experience as a team leader for a contact center
- Functional Competencies – Assertiveness, Empathy, Planning & Organizing and Decision Making
- Fixed Competencies – Teamwork, Continuous Improvement and Helicopter view
- Analytical thinking
On Offer:
- Hybrid setting (3 days from home)
- Ongoing training and development opportunities
- Multicultural environment
- Health insurance
- Leader in the market, well known company and inclusion company with a great work environment and multicultural team
- Access to LinkedIn Learning
- Access to Employee Assistant Tool
- Fruit and coffee in the office, protocols with local partners
- Birthday Day: 1 Extra leave day per year
Responsibilities:
People Management
- Understands and explains results and follows up with actions
- Gives instructions to complete tasks and explains why
- Provides feedback on results and task completion-
- Provides encouragement and recognition for outstanding performance
- Is open to employee concerns, suggestions and feedback
- Gives development opportunities
- Acts as a role model and sets a good example
*Communication: *
- Conduct monthly 121 meetings in order to listen agents, provide the feedback, discuss agent’s performance (focus on quality and productivity) and development areas
- Provide deep dives on performance of team members and act accordingly
- Deliver monthly team meetings in order to discuss the team performance, the future opportunities and strategic plans, important updates for the team and CS department
- Conveys the message clearly, correctly and comprehensively
- Work in co-operation with shift leaders, management, and the CS Analyst to advise about the most efficient and effective way how to lead people towards our quality and productivity goals
*Coaching: *
- Gives others the opportunity to put forward and elaborate ideas
- Provides open and constructive feedback about the learning process
- Stimulates others to find own solutions to overcome problems
- Shares interesting, educational experiences
- Encourages others to learn from mistakes and failures.
- Enables others to develop by delegating tasks and responsibilities to them that slightly exceed their limitations
Managing Results:
- Continuously looks for opportunities to improve efficiency and effectiveness
- Is decisive and action-oriented
Projects, Initiatives, Improvements:
- Participates on projects and initiatives in order to look for ways to make company better long-term
- Investigates and takes action to meet customers' current and future needs
- Demonstrates boldness and courage to try new approaches
- Cooperates with other departments to ensure consistency within all departments
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