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about 1 month ago
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.
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 email@example.com