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Ovaj oglas je istekao 18.11.2021. i više nije aktivan.
Sadržaj oglasa prikazan je isključivo u informativne svrhe.
Trenutno aktivne oglase pogledajte na www.posao.hr.
Team Leader in Customer Support (m/f) - Danish language
Oglas je istekao
Poslodavac:
Kategorija:
Mjesto rada:
Sarajevo, Banja Luka
Rok prijave:
18.11.2021.
DDC MLS is part of the DDC Group, which employs more than 4,500 employees located in 12 locations around the world. DDCGroup provides its services in the global market with incomparable structure and consistency of its business.
DDC MLS currently has an open position for Team Leader in Sarajevo!
DDC MLS currently has an open position for Team Leader in Sarajevo!
Team Leader in Customer Support (m/f) - Danish language
Key Responsibilities:
- Monitor and assess each direct reports’ performance, setting clear objectives, targets and development plans to ensure continuous development and ensure training is provided in order to attain and maintain the required competency
- Drive exceptional customer service through exemplary performance coaching, reviewing social, email and chat (Remotely & Side by Side),providing feedback and delivering appropriate and timely coaching to enhance the customer experience
- Deal with complex and/or escalated queries and complaints to ensure they are resolved or escalated further in a timely manner, anticipating and preventing risk where possible
- Create a safe environment with the aim of achieving a zero-incident workspace and ensuring that teams take responsibility for themselves and each other
- Active participation in daily meetings and running team huddle sessions
- Communication points between agents and SDM
- Monitor agent performance and Identify trends and feedback with improvement actions if required.
- Monitor project performance and react accordingly
- Contribute to the overall management and results of the project.
- Day to day resource planning for own team.
- Supporting production when needed by carrying out data capture/coder activities
Experience:
- Experience of people management and the ability to lead and influence others
- Experience in a contact center sales or service environment is preferred
- Experience in personal development, planning and individual, team and process performance management
- Experience in personal organization and ability to prioritise and carry out multiple tasks
- Proven experience in Microsoft Office Tools (Word, Excel)
- Proven experience in reading and understanding documentation written in ENGLISH and specific language required for their job position (DANISH)
- Experience in office terminology, procedures and practices
Knowledge and skills:
- Excellent reading and grammar skills of ENGLISH and a specific language (DANISH) is a must (minimum knowledge at B2 level)
- Strong facilitation and coaching skills
- Graduation from Bachelor degree or possession of a university equivalency diploma is preferred
- Exhibit good leadership skills by carrying everyone along without bias
- Exhibit good motivational skills to bring out the best in team members
- Good crisis management skills to handle pressure from project challenges
Location: Sarajevo, Banja Luka
If you are interested to join our team, we encourage you to share your background, interests and ambitions with us. All interested in this position can apply by sending CV on email: [email protected] (Sarajevo) or [email protected] (Banja Luka).
