Team Leader in Amsterdam (Netherlands)

Where: Amsterdam (Netherlands)

Extent of Work: Full Time

Click here to apply in English

Essential Functions/Core Responsibilities

• Supervision of a group of technical call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

 

• Supporting, coaching, developing, and supervising a team of technical support associates

 

• Manage technical service-related operations, identity potential problems, technical gaps, and gaps with trouble shooting and problem solving

 

• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

 

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

 

• Communicate expectations to employees and provide timely updates

 

• Provide subject matter expertise in handling escalated customer calls as needed

 

• Promote the Convergys values through both behavior and attitude, including being an advocate for your team members

 

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

 

• Stay current on internal work processes, policies and procedures. Attend required manager development training

 

• Promote the Convergys values through both behavior and attitude, including being an advocate for your team members

 

Candidate Profile

• Experience managing a team within the call centre industry

• Strong communication skills, both written and verbal (English and one of the following ( Swedish, Norwegian, Danish or Finnish)
• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)

 

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

 

• Work well under pressure and follow through on items to completion

 

• Strong communication skills, both written and verbal

 

• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables

 

• Ability to mentor, coach and provide direction to a team of employees

 

• Willingness to work a flexible schedule

Advertisements
willyworka

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.