job
Verenigd Koninkrijk, CardiffVerenigd Koninkrijk, Cardiff

Target

Publicatie datum 05.06.2024

Team Leader - Dutch Speaking

Target Group are a leading business services provider in lending, investments and insurance, creating value for our clients through digital customer journey, outsourcing and operational transformation.

We are currently working with a well known global company supporting on a project based in Cardiff.

We are looking for Dutch Speaking Team Leaders to support with the following tasks:

  • To motivate, develop and mentor team members in a dynamically changing environment
  • Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
  • Take accountability for dips in performance with adequate reinforcement plans proactively
  • Effective and consistent communication with internal and external contacts
  • Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPI's
  • 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, 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, conduct live / remote audits of client interactions
  • Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
  • Provide Direct Customer Support, calls, 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 in a 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 operational needs, better service to the client or improvement to the KPI

Requirements

Ideally applicants will have the following:

  • Ability to speak fluent Dutch
  • Excellent people management skills gained in previous roles
  • Computer Literate - Good experience in MS Office - Word, Excel, and PowerPoint
  • 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
  • Hands-on experience in back-office activities - Live Chat and Social Media


If successful, this role will be subject to a credit check and DBS check.

Benefits
    • Competitive salary between £35,000 - £40,000 per annum
    • Immediate start dates throughout June and July
    • The opportunity to work for a global organisation
    • Full time shifts for the duration of the 6 month contract, working 5 out of 7 days

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