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Team Leader - Turkish - Amsterdam

Job Description

Our international client based in Amsterdam are looking for a self driven Team Leader for their Turkish market. The successful candidate will be responsible for communication, motivation and training of the Customer Support team in a professional manner with the result being to achieve the highest level of technical/customer service. You will be focused on effective operations and required to recommend and implement business improvement policies and procedures.

Main Tasks

  • Ensure that the goals for the team are met, including service level/availability and customer satisfaction
  • Manage the operational requirements of the client on a daily basis
  • Monitor call volume and quality and manage telephone coverage to effectively support customers
  • Manage labour and non-labour costs to ensure business profitability at the gross margin level
  • Ensure achievable goals by effectively increasing the sales, communication, and customer service skills of all direct reports
  • Identify employee training needs and assist with specific training projects
  • Coach senior agents to ensure optimal performance improvements
  • Coach support team to ensure productivity and motivation in the team
  • Conduct team meetings with direct reports to ensure effective communication of relevant information and act as an open forum for input from all direct reports
  • Participate in the recruitment process of new employees
  • Make sure that effective and high quality training is given to all new employees
  • Ensure compliance to company policies and procedures
  • Resolve personnel issues in a professional and timely manner and implement disciplinary actions in accordance with company policy
  • Complete updates, changes, departures and weekly timesheets for all direct reports
  • Complete other projects as assigned

Requirements

  • Excellent problem solving, organizational and decision-making skills with the ability to drive results
  • Excellent interpersonal and people skills
  • Native level of the Turkish language
  • 2 - 5 years' relevant experience in a management function
  • HBO level
  • Project management experience preferred
  • Knowledge of contact services industry preferred
  • Knowledge of PC applications such as MS Office
  • Good understanding of sales, including up selling and cross selling
  • Ability to work in a time deadline environment
  • Ability to be flexible and quickly adapt to changing business needs and processes
  • Ability to work flexible hours (also weekends / evenings) and available fulltime

Ref: 2310 - 6027

Location

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