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Team Leader​/Dutch Market

Job in Sliema - Malta
Posted by SpotOn Connections
Full Time position
Listed on 2020-01-06
Job specializations:
  • Customer Service
    Customer Service Rep
  • Management
    Team Leader, Administrative Management, Entry Level Management
Job Description & How to Apply Below
Position:  Team Leader - Dutch Market
The Team Leader will take full responsibility for the operation of a multinational team, working for clients in the Netherlands and Belgium, under his/her responsibility and ensure that it delivers in accordance with the targeted profitability as well as agreed Service Levels. The candidate will be pivotal in the success of the assignment and proactively work to:
Maximize Profitability and ensure Service Levels by always balancing efficiency in the use of human resources with quality in the provision of the service
Maintain and extend the relationship with the Client w necessary in order to clarify their expectations and deliver agreed services
Assume responsibility for the people aspect of the Team and adopt a hands-on approach in the recruitment, training, performance monitoring, coaching, motivation and leadership of agents within the Team

Your Role and Responsibilities:

Actively seek opportunities for up-selling and the generation of new revenue streams and liaise with the Assignment Manager / Client Partner for follow-up of new up-selling leads
W necessary assist in ensuring all assignment related relevant systems, manuals, instructions and user guides are updated/reviewed as often as necessary
Assist w necessary implementation of new technical procedures/ changes in the assignment(s)
To work in partnership with HR and Team Manager to manage attendance, quality, productivity and behaviours of team members, following relevant company procedures.
Be also involved in initiatives that are aimed at reducing staff turnover and in the recruitment process
On a regular basis, analyse and evaluate agent performance and meet with Team Manager to discuss development and agree upon initiatives as well as review past actions
Holding 1-2-1 appraisals with agents in accordance with standard operating procedures as well as delivering ongoing feedback to agents regarding their efficiency and quality
Assist w necessary to ensure all staff within your team is sufficiently trained to perform the tasks required of them
Submit statistical / performance / progress reports to the Team Manager and the client(s) as required
Ensure the shift is managed well and implement actions to ensure that SLAs are always met and be responsible for being fully compliant with legal notices and related legislations
Be involved in the schedule production process by providing the required feedback to the relevant responsible department
To contribute to the team of Team Leaders, through open and regular communication and effective performance management
To be responsible for one’s own personal development and highlight any development needs to the Team Manager
To ensure that all information relevant to the assignment and company is communicated to the team through regular meetings
To perform any other tasks as assigned by Management
Position Requirements
High School,   1 to 2 Years work experience
Skills, Knowledge & Expertise:

Good communication skills in English plus fluency in either Flemish or Dutch
Communication skills in French will be consdered an asset
Good computer skills, especially Microsoft Excel
Ability to monitor performance, provide feedback and take appropriate action
Ability to apply effective team decision making and problem-solving techniques
Excellent interpersonal skills and a collaborative leadership style
Proactive work attitude, be a role model and lead by example
Excellent presentation and communication skills, both oral and written
Service minded, organized, structured and responsible
Previous experience in customer care will be considered an asset
Previous experience leading a team is an advantage
Willing to work on shift basis, including Saturdays & Sundays
Required Language Skills:
  • Dutch - Very good
Additional Information / Benefits
We Offer:

An opportunity to make a positive impact on the digital world
A stimulating and rewarding job in a fast-moving, innovative and international tech-company
Career opportunities within a management or expert field
Private Health Insurance
Comprehensive training
Fun events, great colleagues and a fresh, playful workplace
Re-location packages for international applicants
Free shuttle service after the late shift
Contact Information
Contact Name: SpotOn Connections
Preferred method of contact: Email with CV via Application Box below.
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