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Customer Support Team Leader

vor 2 Wochen

Sankt Julian, Deutschland JUJUR PROJECT Vollzeit

Position: French Customer Support Team Leader

Location: St Julian’s, Malta

Employment type: Full-time

Remuneration: Base salary & bonus

**DUTIES AND RESPONSIBILITIES**:

- Create an efficient team and inspire them to achieve set KPIs while focusing on keeping quality standards
- Get proactively involved with your team and train them to guarantee that high levels of customer service delivery on their part is always provided
- Organize the schedule of your team in order to make sure that the business needs are fully covered
- Cover staffing needs by selecting new hires for the team thus making sure that the performance of the team is maintained at a dynamic pace
- Train and coach team members to understand how to reach performance goals and targets (KPIs) on an ongoing basis
- Create an effective temporary coaching plan using accurate measures of success to improve the performance of individuals who do not meet the set KPIs
- Engage actively with your team to understand and address specific training needs they might require
- Continuously review and get familiar with all latest operational changes which impact customer support delivery and facilitate these changed smoothly
- Evaluate the quality of the service against KPI's both at an individual and team level
- Inspire your team as well as foster positive and friendly work culture
- Make sure that compliance procedures are adhered by all within the team

**REQUIREMENTS**:

- Native/Fluent in French, both oral and written. Fluency in English
- Previous experience in a similar role within a contact centre environment is preferred
- Optimistic personality with a strong a can-do attitude and fully flexible
- Demonstrated leadership skills with the ability to motivate others to go above and beyond set expectations
- A true passion in the online sector
- A strong positive way of thinking and the ability to inspire others to perceive things the same way
- Self-accountability and a high sense of responsibility for assigned work
- Ability to provide constructive feedback as well as make recommendations for improvement when necessary
- Natural leading capacity as well as a prior experience with team creation and development.
- Capacity to perform under stress and to multitask when required
- Full working proficiency with Microsoft packages and sound IT knowledge

**BENEFITS**:

- Excellent remuneration package based on experience, skills, and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Lunch offered three times a week & breakfast onsite
- Relocation support
- Private medical insurance
- Guidance and tools to reach your full potential