Success is waking up happy to do a job you love. Looking for that job? Join our new team of game-changers in Tirana!
We’re currently looking for a Team Leader – English & Italian. She/he is the local manager of an Customer Service Team. She/he leads, helps and motivates them and ensures a constant high-level performance with regard to both quality and quantity.
Responsibilities:
- Build maintain & communicate a strong ambition for the business, team and individuals
- Ensure the right Process of Management & KPIs to drive the organization’s performance against goals, strategies & action-plans. Be accountable for results
- Develop succession planning within the team, to ensure continuous skill set development/growth for the individuals
- Perform on going coaching activities with agents, coordinate with training department where needed in order to drive individual development
- Deliver team communication in a motivational manner, build team energy focused on high employee satisfaction and low fluctuation rate
- Demonstrate strong influencing skills to drive the team, managing change effectively, resulting in positive outcome
- Assessment of team skills/motivation, identifying potential resource risks, flagging to HR/Management any anticipated hiring needs
- Coordinate effectively with HR, to ensure pipeline of candidates available to support new recruitment needs
- Troubleshoot on issues/escalations that affects people/team perf & constantly look for new ways to evolve space, driving improvement in operation and performance
- Support Client in tactics and action plans to anticipate partner/customer needs to pro-actively provide business recommendations
- Constantly looks for new and better ways to drive customer services and customer satisfaction
- Build a true succession plan to allow individual growth within the teams
- Ensure the respect of Webhelp values, implement discipline and platform rules
Requirements:
- Strong analytics skills
- Capability to understand complex reporting and convert numbers into action plans
- Strong influencing and communication skills, including communication at executive level
- Excellence ability to motivate and build a high performing team
- Ability to build relationships and networks to drive business results
- Native or near native in the Italian language
- Fluent English and Italian language
- Bachelor/Master’s degree in Business
- Minimum 3-year experience in leadership positions
Be part of one of the biggest companies in global outsourcing. Join a dynamic young and fun work environment with dedicated relax area and flat hierarchy with great opportunities to develop your skills. Webhelp is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
TO APPLY, SEND YOUR CV TO [email protected]
