Prague

Job ID

-

Location

Prague

Type of job

Full-time

Salary

-

Experience

-

Inserted

21.09.2017

Language

English, Dutch

Department

Customer Service

Category

HR jobs

Contact Center Team Lead HOT

Brand new team of CS Professionals is looking for a Dutch speaking team leader


Required languages: English Dutch

What is the job about:

As the Contact Center Team Lead, you will be managing a newly established team of Contact Specialists, supporting Dutch speaking customer portfolio. The team's responsibility is to provide support to J&J employees with all inquiries related to employee programs and services, internal policies and procedures, including navigational support and escalation of issues. Together with your team, you will be continuously working on creating an excellent customer experience.

Your main tasks will be the following:

- Ensure timely and accurate support with inbound Contact Center inquiries (via phone, e-mail, web applications, chat etc.)
- Monitor real-time operational performance and ensure the team is staffed appropriately
- Identify Contact Center areas for improvement on daily operational processes and provide support to implement these initiatives
- Provide continuous performance feedback and coaching to Contact Specialists; monitor the development and training needs of team members
- Mentor and provide leadership development to team members
- Responsible for the selection, interview and hiring process of team members

Is it you we are looking for?

You are the perfect candidate for this position if you:
- are fluent in Dutch and English
- have 4-6 years of Contact Center / Customer Service experience
- have at least 2 years of experience with leading a team
- have experience with using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.
- have experience with customer service software applications (e.g. case management)
- possess excellent coaching and collaboration skills and an uncompromised customer-focused mindset

How to apply:

If you are interested in this role and you fulfill the requirements set above, do not hesitate to send us your structured professional CV in English.

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