TEAM LEADER - GERMAN CUSTOMER SERVICE TEAM
2013-04-25
Our client is a market leader BPO organization who has operational support team in Brno. They provide business consulting, technology, engineering and outsourcing services to help clients in over 30 countries. Their Brno center is the most multicultural office within the company, which was established in 2004.
You will manage, coach and lead a customer service, where the team is solving smart phones issues for end-users. By your team management 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 AND German knowledge. Experience in leading a technical/IT support team is an advantage.
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.
Should you be interested, please forward your English resume to marczi@hays.cz
