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Team Leader- German Speaking job in Málaga at Webhelp Spain

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Team Leader- German Speaking at Webhelp Spain

Team Leader- German Speaking

Webhelp Spain Málaga Full Time
Required languages: English / German
23.000 € - 26.000 €/Año


Brief overview of Role:

An organized and good communicator, able to handle a team in the project. Being responsible for meeting client KPIs and needs. Leading his own team to be able to deliver the service asked.

  • Staff Management 40%
  • Monitor and report team performance
    Give newly hired agents feedback on their individual performance to improve and motivate their daily work
    Keep track of each newly hired agent's training and training needs to improve technical and phone communication's skills
    Motivate as a team leader controlling turnover and retaining potential and motivated team members
    Request management / HR Department / Quality team for assistance in any of the tasks
    Manage all disciplinary issues effectively
    Ask management to hire new agent(s) either to substitute or to complete the team using concrete metrics
    Organization 30%
  • Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes
    Make sure processes and procedures are up to date
    Organize team building activities (team meetings, breakfasts, lunches, dinners, events, etc.)
    Offer support in critical problems (escalations, emergencies, agents and customers complaints)
    Perform other tasks/duties as assigned by management depending on service needs
    Propose changes in bonuses / reporting to management
    Back-up Program managers fulfilling corresponding tasks during vacation or absence periods
    Reporting 30%
  • Report productivity metrics to the team and management daily
    Collect production and performance metrics from available sources daily and update Project performance tracker
    Analyze data and report to Supervisor and/or Program Manager
    Manage daily HR and recruitment processes, communicating needs, backing up with data
    Prepare weekly business review slides for management
    Webhelp will offer you:

- Full-time (39 hours/week) and long-term contract from day one.
- Schedule: Monday to Friday from 9:00 to 18:00
- Salary: 23 600,00 Euros gross/year + up to 2400 Euros gross/year in bonus.
- Internal Development Program.
- Opportunity to join an international team.
- Start date: Immediate.
- 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)*

  • Minimum required skills
  • Native in the market language Fluently spoken/written English
  • Experience in customer care environment
  • Leadership skills
  • Working knowledge of PROJECT processes
  • Working knowledge of IT equipment and applications: MS Windows, MS Office, etc

  • Experience of work under pressure and deadlines
  • Coaching experience
  • Ability to delegate tasks
  • Problem solving and reactivity abilities
  • Proactiveness
  • Persuasion skills

***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate against any candidacy because of age, disability, ethnicity, marital status, gender, nationality, ideology, politics, race, religion or sexual orientation***
*The period of holiday entitlement is fixed by mutual agreement between the company and the employee



Recommended Skills

  • Communication
  • Customer Service
  • Data Analysis
  • English
  • Leadership
  • Life Coaching
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Job ID: ACQ14631