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CUSTOMER RELATIONSHIP TEAM LEADER

 

On behalf of our prestigious multinational partner we are looking to recruit a Customer Relationship Team Leader with fluent English. The Team Leader will be in charge of meeting the Customer Relationship Centre’s targets for his/her team by, challenging coaching, motivating his / her Specialists and support the outsourcer when required. He / she is the brand ambassador model for his / her team and the key enabler between Customer Relationship Center management and front line teams.

Responsibilities:

  • Leading, animating and motivating his/her team, coaching and training his specialists to improve their skills and knowledge
  • Continuously ensuring structured and efficient communication across channels
  • Promoting and building adherence to the Customer Relationship Centre strategy, both with top down and bottom up initiatives
  • Monitoring and analysing performance, both on individual and collective scale, by comparing it to targets, to other teams and benchmarking
  • Driving the action plan to success
  • Sharing any best practices within the team, or in-between the teams
  • Ensuring next issue avoidance by raising Specialists know how
  • Providing validation on Specialists action when needed
  • Ensuring policies defined by other departments are translated into specific operational procedures with strong focus on operational efficiency and customer satisfaction
  • Aligning with upper management on action plans and providing continuous visibility on performance
  • Running HR process: performance evaluation, personal development strategy, holidays, schedule follow up
  • Is involved in recruitment process (interviews and validation)
  • Monitoring, reporting and managing absences and lateness
  • Managing HR disciplinary situations: behavioural issue, structural underperformance, incidents

Requirements:

  • University Degree or equivalent with specialization in Commercial
  • More years’ experience in customer service / customer facing / call center / customer relationship center
  • 1-2 years people management experience
  • Fluent English language knowledge
  • Experience of working in luxury brands environment
  • Resistance to pressure and ability to overcome interpersonal difficulties within the team or between him/her and a member of his/her team
  • Ability to take strong decision when required, in real time when needed