Italian CS Team Lead

Location:
Budapest

Responsibilities:

• Managing a team of customer service agents
• Understanding the relevant procedures and processes for the relevant team and internal processes
• Ensuring timely resolution of requests and activities within the customer relationship management system
• Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes.
• Deliver service by managing workflow, ensuring adequate holiday, training and sickness cover
• Proactively develop the skills, competencies and knowledge of customer service team members
• Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
• Organize and conduct regular meetings and appraisals with direct reports
• Provide first level escalation for any issues raised by the team
• Develop, achieve and monitor KPIs aligned to the Service Level Agreements
• Work closely with other team leaders to ensure that overall operational objectives are met, ideas shared and lessons learnt

Requirements:

• University or College degree
• Fluency in Italian and strong intermediate English
  
• At least 1 year of team leading experience in customer service
  
• Excellent communication skills and ability to build effective working relationships
• Strong time management and organization skills
• High Level of IT proficiency in Microsoft packages