French Team Lead - BPO Operations

SUMMARY:
French Team Lead - BPO Operations

POSITION INFO:

1. Scope of position

2. Key responsibilities

• To motivate, develop and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables
• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Manage Shrinkage, Productivity and control attrition
• Manage dips in performance with adequate reinforcement plans proactively
• People management and associated responsibilities like performance and development management
• Ability to communicate well and Manage relationships with internal and external contacts
• Manage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIs
• Understanding of processes run by team and ability to bring in improvements and efficiencies within operations
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Conduct Team Huddles to discuss process updates, feedbacks and key focus points for the day
• Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Able to mentor team in process & quality parameters
• Perform Root Cause Analysis to identify key AFIs and create action plans / goals to improve
• Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member.
• Create, Publish and Maintain operations related reports on timely manner
• Discover training needs and support in training to provide the necessary coaching on ground
• Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Adhering to company and customer procedures, policies, confidentiality guidance and data protection legislation

3. Skills/qualifications required

• Native or near-native (in any of the languages): English (B2), German, French or Russian
• Excellent written and spoken German/Russian/French & English
• At least 1-2 year experience as Team Lead
• Excellent people management skills, should have experience in previous roles
• Good experience in MS Office – Word, Excel and Power Point
• Strong experience on presentation skills
• Computer literate/Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy
• Excellent communication and customer service skills
• Excellent analytical and problem solving capabilities
• Ability to drive initiatives in the team with creativity and a long-term vision
• Experience in initiating and implementing process improvements
• Graduate (preferable)
• Experience in Retail industry (preferably in Fashion)
• Hands on experience in back office activities – Live Chat and Social Media
• Take ownership to manage deliverables across multiple assignments
• Flexible approach to working hours 24x7, including rest days, holidays, weekends and extended hours, if required.
• Should be a self-motivated achiever

NB! This job is now closed. You can apply for other jobs by uploading your CV.