Lead Agent (morning Shift)
CPM International Telebusiness
Barcelona, España
hace 9 días
source : Emprego

We are an award-winning international agency specializing in contact center and digital marketing solutions with a proven track record of increasing sales and brand awareness for our clients by using insight to create influence and drive results.

CPM is in the business of people. It is the essence of what we do - our DNA - delivering our clients’ brands to their customers through our people with customer care teams trained specifically.

Putting customer care at the heart of everything that we do ensures that we deliver Exceptional Customer Experiences to delight our customers and exceed their expectations.

We are searching for an astute, well organized and experienced Team Leader. Job purpose : A Lead Agent role is vital to the success of the Customer Service team and to the project reaching its mission.

  • Employee Engagement : Communicates the vision of the project & CPM and translates it into meaningful, clear goals for agents;
  • the team sees the impact of their contribution to long and short-term goalsPerformance management and career development of agents by conducting regular coaching sessions and 1 : 1 meetingsSupport recruitment by participating in screening, interviews, hiring and assessment of internal and external candidates Performance Accountability : Accountable for managing and meeting the metrics of their team : CSAT, Productivity, QA, as well as adherence to company policies and schedulesPerformance management : own the team and individual performance targets;
  • drive for results; celebrate team and individual successesLet agents know where they stand with clear, timely and direct performance feedbackTake quick but fair action on underperformanceCollaborate and network with peers to help drive performance goals, employee engagement and leverage strengths among the groupUtilize resources, such as QA, Reporting and Training to develop Specialists and support team objectives Translating Strategy into Action / Solving Problems : In collaboration with agents, identify opportunities and advocate for product improvements and / or tools that support the team’s needs and / or the needs of the customerUnderstand customer service best practices, drive for process improvements, and propose new ways of operating, with a focus on simplificationCollaborate with Training and QA to solicit feedback and inform the team’s performance and knowledge development Key Responsibilities and Accountabilities : Performance Management To drive an obsessive culture of performance into the team and ensure that team members are fully accountable and held responsible where necessary to engender this approach to meet client and business expectations.

    To have excellent organizational skills with the ability to prioritize and monitor workloads effectively, flexing resource to optimize results as the needs demand.

    To clearly define monthly, weekly and daily qualitative and quantitative targets for individuals and the team and ensure team understanding of these targets.

    Requirements : Must be available to work for the morning shift.Have a high level of English (both written and spoken) and another EU language is a plus.

  • Have excellent customer service skills and know-how to motivate and inspire others to do the same;Skilled and eloquent in writing with strong communication and interpersonal skills;
  • Technical aptitude and the ability to pick up new technology quickly;Show initiative and be able to work under pressure;Be enthusiastic and positive and to love working in / with teams;
  • Have previous experience managing or guiding others and / or show great leadership (preferential). Benefits : - Competitive salary plus monthly performance bonus;
  • Management and development training;Possibility of career advancement. The recruitment processes and people involved in them will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.

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