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Eastern European Team Leader |
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An opportunity has arisen to join the Customer Service Centre in the role of Eastern European Team Leader for Export who will support several client countries and supervise multilingual individuals. The main objectives of this role are:
• Provide a “hands on” leadership role in the Customer Service Centre that includes leading and coordinating the activities of direct reports to provide excellent service to our customers.
• Maximising efficiency via all resources available through coaching, identifying training needs, performance management and creating and maintaining an environment conducive to high employee morale.
• Staffing, training and coaching a team of Customer Service Representatives (CSRs), while ensuring that the needs of our customer’s are met in a timely and professional manner.
• Working closely with other members of the extended management team on assignments and projects in an environment of constant improvement.
Principal Responsibilities of the role:
• Ensure that all CSRs are properly trained and kept “current” so that they understand and follow our processes and procedures while executing their duties
• Compile and manage daily/weekly/monthly reports and use business KPI measures to maintain and improve business results.
• Ensure the correct resources are in place to meet the business needs of our customers.
• Interact with Customers and the Sales Organization as it relates to the functions of order management and clarification/reiteration of corporate policies and procedures
• Constantly improve productivity through researching and implementing best practices and leading improvement efforts/projects.
• Managing consistent, standard customer facing activities, ensuring process and internal controls compliance with Company policy & procedures and Sarbanes Oxley requirements.
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