The Team Leader’s primary function is to ensure the satisfaction and support of our customers across 5 countries: France, Belgium, Luxembourg, Switzerland and Italy.


Through effective leadership, support and coaching, the Associate Manager will lead the team to effectively engage and advise customers, achieve customer satisfaction and KPI targets. In addition, the Associate Manager is responsible for participating in the recommendation, development and implementation of quality service initiatives which improve customer experience and satisfaction.


Essential Functions

• Lead a team of approx. 10 CSRs.

• Inspire and motivate staff to deliver exceptional service to customers.

• Provide support to team members to help them achieve department, individual and professional goals.

• Create an environment that allows team members to continuously develop themselves and increase their professional skill sets.

• Improve individual, team and department performance and customer satisfaction through effective coaching and performance analysis.

• Ensure employees have the tools, skills and knowledge to perform job functions.

• Present and participate regularly at department and operation meetings, and other meetings, as requested.

• Recommend and participate in the development and implementation of short and long term service strategies.

• Proactively promote business relationships

• Source, screen, interview and recommend hiring of highly qualified Customer Service Representatives.

• Address and resolve complex customer issues that are escalated to the management level.


Role Requirements

• Advanced (fluent) knowledge of English and French

• Ideally basic or advanced level of Italian

• Must be able to demonstrate excellent customer satisfaction skills, ideally obtained in a customer service call/contact center environment.

•To motivate, develop and lead individuals in a team environment.

• Understand multiple reports and acting on statistics for the team's progression.

• Requires a high degree of initiative and independence.

• Flexibility and the ability to adapt positively to changes related to work processes, department structure, environment, and technology.


What Monster offers

• International and multicultural working environment in a shared service centre

• A 25 day vacation package

• A Competitive salary

• Job related continuous training

• Company benefits; including contribution to life insurance & pension schemes, health care program, language courses, food vouchers, and access to discounted health club memberships.

• Career progression opportunities

• Relocation assistance


Does it sound like your next move? Apply today and we will review your application to be our next Team Leader in Customer Experience


Informace o pozici

Společnost
Monster Worldwide
Address
Brno – Brno-město
Required education: Bachelor's
Required languages: French (Proficient), English (Advanced)
Benefits: Above-standard medical care, Flexible start/end of working hours, Transport allowance, Contribution to sport / culture / leisure, Sick days, Occasional work from home, Corporate events, Work mostly from home, Individual schedules of working hours, More than 5 weeks of vacation
Listed in: Customer service, Team Manager
Employment form
Employment form: Full-time work
Contract duration
Contract duration: Permanent
Employment contract
Employment contract: employment contract
Employer type: Employer

Monster Worldwide, Alejandro Lopez Perez