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Freelance Team manager / Contact Centre

  • Location

    Aachen, Nordrhein-Westfalen

  • Sector:

    Project Management

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Contact:

    Jake Williams

  • Email:

    Jake.Williams@darwinrecruitment.com

  • Job ref:

    JN -072020-86614_1593764625

  • Published:

    4 months ago

  • Duration:

    6 Months

  • Expiry date:

    2020-08-02

  • Startdate:

    ASAP

  • Consultant:

    #

I am currently looking for a Freelance Contact Centre Team manager to start ASAP in my clients Aachen office on a 6 month contract with an option to extend.

Role - production Manager

Job title - Team manager / Contact Centre

Location - Aachen

Department - Customer Contact Centre

The team provides 1st line service to cardholders.

Tasks

Manage a team of 10 agents

  • Manage the operational activities of the team;
  • Be responsible for the team and its results
  • You are a people manager for the team, this also includes people development, performance reviews, regular feedback sessions with agents and other people management tasks;
  • Coach and provide training to maintain the high customer service standards;
  • You are (pro) actively involved in the initiation and implementation of (new) working protocols;
  • Steer by means of workload modelling and sourcing strategies to optimize KPI's/SLA's:
  • Active member of the CS CCC Management Team;
  • Collaborate with Operational Managers and other team managers within CCC and the rest of the CS Division to continuously optimize the customer experience, quality of service delivery and cost-efficiency.

Requirements / Key skills

  • A minimum of 3 years of management skills required preferably within call center environments;
  • Knowledge of performance evaluation and customer service metrics
  • Written and oral proficiency in German & English;
  • Willing and able to work in an international and multi-cultural environment;
  • Educated to a degree level is an advantage
  • Preference would be someone with knowledge of financial/banking fundamentals - preferable knowledge of Cards/Payments services;
  • Work experience in the payment industry area is an advantage

If you are interested in applying for this role please send your CV to jake.williams@darwinrecruitment.com