Team Leader Customer Contact Center

Vast Apeldoorn

Responsibilities:

The Team Leader CCC is responsible for the Quality of Service, the performance of the contact handling (and related tasks) of the team and the professional development of the team members reporting into the Team Leader CCC.

Tasks:

  • Management of the contact flow distribution and the resources (people and equipment) to ensure an optimal, cost efficient work distribution that meets the clients SLA/KPI’s.
  • Creation of a work environment in which the team members can deliver the required results.
  • Supervise and provide feedback on contact handling and in exceptional cases take over the contact.
  • Second level escalation point for agents. Ensures that escalations are handled according to the SLA’s and that the department/person related to the complaint is informed about the status.
  • Co-ordination of daily off-line tasks such as order entry, case-handling etc.
  • Forecast fluctuations in resources and initiate actions to make adjustments.
  • Coaching, monitoring and performance measuring of team members. Initiate and follow up action plan to improve performance and provide training and tools through which team members are able to improve their performance.
  • Initiate and perform evaluations/reviews with Agents in liaison with the Global Director CRM Operations.
  • Provide management information to the client, the team, the overall CCC and the Global Director CRM Operations concerning Contact Centre statistics, team performance, problems, absenteeism and action points.
  • Analyze bottlenecks or problems in CCC services and provide the Global Director CRM Operations, regular or unsolicited, with (process) improvement propositions.
  • Maintain contact with the client on a regular base, handle operational issues and prepare and attend regular client business review sessions.
  • Responsible for up-to-date scripts.
  • Advise and give support on project related matters.

Authority:

  • Authorised to make operational management decisions
  • Authorised to make adjustments on the Skill sets allocation
  • Authorised to stop any process producing defects
  • Authorised to take on temporary staff

Education level: HBO level (by education of experience)


Skills:

  • Proven leadership in a role as Team Leader within a contact/call handling environment.
  • Excellent communication, coaching and training skills in a multilingual and multicultural environment.
  • Experience with employee coaching, monitoring and developing personal action plans.
  • Excellent linguistic skills (next to English, one or 2 languages depending on team languages)
  • Commercial understanding
  • Experience with process improvement
  • Good analytical/ financial awareness
  • Good knowledge of computer applications (e.g. MS-Office)


Profile:

  • Pro-active & Professional
  • Stress resistant
  • Convincing
  • Decisive
  • Accurate
  • Service minded
  • Business sense
  • Analytical

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Xtrasource
Van Ameyde
Woningnet
Eneco
Helden van Nu
PostNL
ACSI
Delta Fiber
Energiewacht Groep Zwolle
De Persgroep
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Nationale Nederlanden
Arvato
ABN Amro Verzekeringen
Benu Direct
Volta Solar
Mediq
Fabory
Nuts Groep
KPN
Alerta
Lebara
Postcodeloterij
AllSecur
Greenchoice
Antoni van Leeuwenhoek Ziekenhuis
Renewi
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ModusLink
Webhelp
OHRA
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LOI
Euroflorist
CITO
Lidl
Achmea
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VidaXL
Camelot Europe BV
Stern Auto
Dela
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Cendris
DTG
Van den Assem
Huismerk Energie
Gemeente Eindhoven
Allianz
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