Team Lead-Customer Service
2013-04-18
Our client is multinational manufacture company and operating a customer care and financial shared service center in Brno. The production site is not located in Brno, but they have strong cooperation together. They opened a role for a candidate who has experience in customer service management
You will manage, coach and lead a customer service team of 7. You should ensure that agreed KPI’s and SLA’s are met and in case of non achievement, undertake root cause analysis and drive implementation of improvement actions. You should create and co-ordinate flexibility within team and also review skill gaps and identify training development needs. You will provide mentoring and support to develop their skills and career progression, also ensure Customer Service Representatives to fulfill their tasks according to their agreed targets, establish performance improvement plans where appropriate.
You are the ideal candidate if you have at least 1-2 years proven experience in managing a customer service related team and has advanced English knowledge. Experience in leading a technical support team is an advantage. You have university education, ideally from business or tecnical area.
You should prove strong leadership experience and skill, but in the same time you are team-player. Good presentation and organisation skills are also very important for this job. You have an excellent knowledge in MS Office application.
In case of interest please send your CV to marczi@hays.cz.
