HomeAway, company leader in the travel industry
As a Team Leader you will direct daily activities of the call center, providing coaching and training to a team of 10-15 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role.
This vacancy is Full time permanent position of 40 hours, from 8-17h or 13h to 22h, from Monday to Sunday with 2 days off.
Your main responsibilities will be:
-Point of contact for CSR’s to provide coaching and mentoring support
-Working with Line Manager support individual improvement plans with CSR, providing side-by-side coaching support and monitor progress when required
-Flag behavioural performance to Line Manager which is impacting Customer Experience
-Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
-Daily DSAT Analysis flagging key focus areas to Line Manager
-Liaise with Learning and Development to identify training needs and support new hires
-Reporting to Madrid CS Supervisor with a dotted line to the UK Quality Process Lead
-Call calibration with UK Quality Process Lead to ensure alignment across all UK teams
-Inspire and motivate agents; lead by example, encourage good team morale
We are looking for a candidate with the following characteristics:
Education
-Associate Degree
Experience
-1 year of experience (preferably in Call/Contact Center)
-Experience of conducting quality monitoring and providing coaching feedback to agents
-Previous experience of deputising in Managers absence
Technical Skills
-Native English
-Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level)
Soft skills
-Demonstrate attention to detail and ability to interpret information making sound recommendations from analysis
-Exemplary coaching and mentoring skills, ability to inspire and support people
-Ability to build effective relationships with all level of professions
-Ability to conduct appropriate performance management coaching
-Attractive salary
-Social benefits
-Full permanent positon
-International environment
