Team Leader - Fluent in Dutch & English

First Source Solutions
Cardiff (Caerdydd)
£26k per year
10 Aug 2017
17 Aug 2017
This is a new opportunity for a Team Leader to join Firstsource Solutions, a growing, high performance business. Not only will the successful candidate be part of a brand new team but they will get an opportunity to work with an exciting, unforgettable and new high profile client. We are searching for a Team Leader to inspire a team of Customer Service Agents (CSAs) on what will be an exciting journey to achieving customer excellence. Firstsource Solutions recognise the value our client places on exceptional customer service and together we are recruiting a Team Leader to help make this a reality We are looking for a motivational Team Leader to lead of team of CSAs in delivering an exceptional service to support the client`s brand and reflect the values of both our organisations. We are looking for unique and creative Team Leader to use their charisma and experience to discover talent and develop and motivate their CSAs. Our ideal candidate will lead their CSAs on a journey towards customer satisfaction and excellence. Location: The successful candidate will be based at our delivery centre in Cardiff Reporting relationships: The jobholder will report to the Contact Centre Manager on the contract. Roles and Responsibilities: Inspire and educate your CSAs to deliver high levels of customer satisfaction Coach your CSAs in all aspects of customer queries, from the provision of high quality service, to ongoing product knowledge and the demonstration of professional etiquette at all times Reward and recognise your CSAs with creative, innovative and enjoyable daily, weekly and monthly incentives Create an upbeat and positive engaged workforce by working closely with the employee engagement champions on all the People Plan activities Foster an inclusive environment for your CSAs by engaging with them, acknowledging and recognising their feedback, ensuring familiarity with individual performance and motivational requirements and by developing them through the identification of training gaps Create a fun and family orientated environment that makes every Team Member feel special Generate an environment that treats everyone as an individual, an environment that provides developmental opportunities for all so that each Team Member can achieve their full potential Demonstrate business acumen and enhance team excellence, customer satisfaction and business results on a daily basis - ensuring CSAs understand the company vision and the importance of their role in contributing to the success of these goals. The ideal candidate will have full understanding and knowledge of their roles and the strategic purpose of their role in achieving organisational objectives Engage in daily coaching, counselling and education for all CSAs - proactively review performance of your CSAs and apply an appropriate performance management structure that will deliver o outstanding business results Identify your Team Member`s aspirations, know what skills and talents they possess and nurture their potential. As a team leader you will need to get to know your team well so you can leverage these dynamics when making short and long term decisions for the business Coach each Team Member to ensure customer expectations are not only satisfied but exceeded Experience/Skills and Personal Qualities: Ideally a minimum of 2 years` experience managing a team of people - contact centre experience desirable however not essential Must have excellent oral and written skills in both the English and Dutch language. Must be proficient in composing emails and live chat responses with a high standard of spelling, punctuation and grammar skills. A charismatic and innovative individual who has a strong desire for exceptional customer service, someone who will endeavor to be advocators for Firstsource values; innovation, people centricity, agility, collaboration and excellence. Patience as well as persistence to continuously promote a positive and motivated work culture Exceptional communication and listening skills Strong advocator for inclusiveness An open minded and fun individual who is not afraid to think outside the box Someone who aspires to help and achieve both team and customers satisfaction Ability to provide a fast turnaround on resolutions and provide ongoing information to the team in relation to effective processes and product knowledge. Ability to multitask and someone who thrives and works well in a fast paced and successful environment Demonstrates care, consideration, respect, sensitivity, and confidentiality Working as part of team by assisting in continuous improvement of CSAs to reduce customer effort, drive high levels of customer satisfaction Lead by example, be approachable and demonstrate a "can do" attitude to develop a high performing team culture Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. This job was originally posted as