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| Job Requirements |
| Title |
Italian CS Team Leader |
| Role |
Italian CS Team Leader |
| Category |
Customer Services jobs in Spain
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| Location |
Gibraltar
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| Company |
RecruitGibraltar , Vacancies
[
- - ] (Posted on Wed 13 April 2011 02:18 pm) |
| Experience |
No preference |
| Educational Qualification |
No preference |
| Skills |
English spoken & written
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| Salary |
- - |
| Career Level |
Management (Manager/Director of Staff) |
| Job Type |
Permanent
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| Job Status |
Full Time
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| Italian CS Team Leader |
This role is no longer active but feel free to send us your CV for similar roles that come up in the future. Jobs in Gibraltar get filled very quickly so if we already have your CV we can contact you as soon as a similar role becomes available
Our client is searching for an Italian speaking CS Team Leader to develop a team of Member Service Specialists to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer focused agents and to offer full developmental and professional support to agents throughout their career in Member Services.
Key task and responsibilities
? Motivate the team, and ensure that excellent performance is acknowledged and reasons for success are shared amongst the MSS team
? To conduct quality control checks and edit work if necessary, identifying and highlighting best practice for sharing this with the team
? To drive, monitor and support up sell activities to ensure departmental targets are achieved
? Individual MSS feedback sessions (at least once per month)
? Quarterly performance reviews of all team members using call monitoring, coaching and mentoring to assess:
o E-mails, chat and phone quality
o Attendance
o Timekeeping
o Professionalism
o Attitude
? Contribute to the initial hiring and selecting process of Member Service Specialists, including guiding new staff through the probation period, and providing regular feedback to support closure of the probation process
? Co-ordination and investigation of all HR issues relating to the team of Member Service Specialists, including conflict management, and discipline and grievance issues, formal and informal
? Understand agents strengths and weaknesses :and address each of these appropriately
? To monitor customer related systems and processes to understand customer satisfaction and loyalty and to improve ?life time value? results.
? Cover for the Shift Leader vacation and sickness when required
? Be on call and available to the Shift Leaders for any serious staff issues which occur out of hours
? Compile reports on the team?s performance and customer feedback
Essential and desirable requirements
Experience of managing a large team in a call centre environment - ideally online gaming
Excellent interpersonal and communication skills
Proven experience in achieving targets
Self-confidence and ability to manage and motivate the team
High levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence and reporting
Accountability for achieving goals and delivering a quality service to the customer
Salary based on experience
register your CV at http://www.RecruitGibraltar.com or http://www.RecruitGibraltar.com/jobs-in-gibraltar.asp |
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