Teamleader Financial Services, French / Belgian team

Algemene omschrijving

For our client we are seeking a employee for their Multi Channel Customer Service Centre in Venlo. They would like to get in touch with an experienced, highly- motivated and enthusiastic: Team leader Financial Services, French / Belgian team.

As a Teamleader you are responsible for leading the day-to-day activities of your team of Customer Service Representatives who are mainly focused on servicing our European customers. The Team leader is responsible for accompanying, coaching, monitoring and motivating the CSR’s. He or she is responsible for the quality and operational targets and in this manner is able to improve customer service to our corporate clients. In this position you will report to the Operations Manager.  

Your tasks and responsibilities are:

• Supervising and coaching a team of Customer Service Representatives of different nationalities in a multilingual environment with English as the company language
• Ensuring that your team is following company procedures and is working to meet service level agreements
• Monitoring and steering on agreed service level agreements
• Making sure that the product knowledge within the team, i.e. at agent level, is always up-to-date (also regarding new products)
• Completing reports, analyzing statistics and signaling errors
• Dealing with queries, handling escalated calls, liaising with departments and clients
• Creating a positive working environment

 Quantitative information:

• Number of employees in span of control ( maximum of 15-20 CSR’s)
• Is responsible for all the KPI’s per project

Gestelde eisen

Job requirements:

• HBO/Bachelor level, with relevant management trainings of education
• Previous experience of working within a call centre environment and experience as a Team leader. Financial experience is an advantage but not required.
• Experience with conducting several conversations (appraisal, sickness, exit interviews)
• Experience with controlling several customer contact canals (e-mail, call)
• Management experience
• Motivator
• Pro-active personality
• Immune to stress
• Analytical skills
• IT skills; experience with Microsoft Office
• Excellent communication skills, both written and oral, in the English & French language are required (native or near native level). Dutch is an advantage.
• Team player

Uren

40

Meer informatie

If you are interested, please mail your cv to y.van.hattum@vitae.nl

Yvonne van Hattum
Manager Recruitment Center
06 - 15050039