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French Speaking Customer Care Team Lead


  • A hirdetés 896 napja lejárt

Responsibilities:

  • Contributes to improve the quality and efficiency of the services and to develop the processes
  • Ensures the continuous operation of the section entrusted to him or her while maintaining an efficient management of resources
  • Ensures high-level performance in his or her section in order to attain established service requirements and objectives (SLA)
  • Communicates expectations, goals, targets and KPIs; monitors and make proposal for the improvement of key performance indicators (KPIs)
  • Ensures executive escalations are resolved
  • Build trust and rapport with others to deliver results and interact positively and professionally with all levels internally and externally
  • Maintains regular contact with key relationships, evaluates and understands their needs, provides information concerning everyday operation
  • Set clear expectations to team members on required knowledge and skill level and ensure functional training is in place
  • Manages the performance of the team and the Performance Management Appraisals within the managed functional area.
  • Motivates colleagues with continuous feedback and coaching in order to reach business and personal objectives. Plays a key role in developing and coaching team members
  • Responsible to select new employees best fits to job according to job skill profile and strive to retain well performing employees
  • Ensures one to one discussions are regularly held
  • Carries out administrative tasks delegated to him/her

 Requirements:  

  • Degree or equivalent
  • Professional qualification preferred
  • 3 years’ experience of working in Multi Site, Multi-Country Fast Paced Corporation
  • 2 years leadership experience
  • Knowledge of the BSC systems and processes is an advantage
  • Fluency in French and English
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