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Customer Service Team Leader Job in Hungary
transcosmos (TCIS) , Hungary

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1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
High School or equivalent
Total Vacancies
1 Job
Posted on
Mar 31, 2021
Last Date
Jun 30, 2021

Job Description

This role will lead the Contact Center which represents the brand and is the first line contact for all incoming requests or queries from customers relating to the client’s products and services. The Team Leader ensures the service is provided effectively, accurately and securely and that the SLAs and KPIs are consistently achieved. They ensure that the team has the product and process knowledge to helpfully and informatively answer queries, and the customer care skills to provide excellent customer service.

Summary of Responsibilities

  • Lead a team providing customer services
  • Provide high level professional services in an efficient manner
  • Make effective use of procedural, informational and technical documentation

Duties and Responsibilities

  • Lead the members of the team in delivery of the service
  • Ensure the service meets Service Levels and KPIs
  • Participate in Service Review meetings
  • Monitor incoming channels including phone, email, chat and Social Media
  • Monitor live team performance
  • Identify and resolve service issues
  • Handle customer escalation or complaints
  • Escalate appropriately to the Service Delivery Manager
  • Hold regular team meetings
  • Review service performance reports produced by the Service Management Office
  • Report on service and agent performance
  • Participate in the Quality Assurance program
  • Provide agent coaching and development
  • Manage the shift pattern and work schedule
  • Maintain records in the personnel system
  • Ensure TCIS’ HR policies and procedures are followed
  • Perform personnel management tasks such as scheduling holiday, recording and managing absence, and conducting return to work interviews
  • Participate in other personnel management activities, such as IDPs and disciplinary hearings, with the support of the Service Delivery Manager and the HR team
  • Ensure the team understand and comply with the service processes amp; procedures and a high level of product knowledge
  • Contribute to the service process and procedure improvement
  • Provide or arrange product training for the team


Skills / Attributes Required

  • gt;2 years’ experience in a contact center / customer service environment is required
  • Experience of working in the consumer related product business is advantageous
  • Exceptional customer service and people skills
  • Experience of leading a team
  • Experience of service delivery management
  • Excellent written and verbal communication skills.
  • Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
  • Good knowledge of the Microsoft Office tools (Outlook, Excel), Social Media and the Internet
  • Organised, accurate, with ability to multi-task
  • Positive, enthusiastic, with a real team spirit
  • Strong work ethic, dependable and flexibility to work overtime
  • Willingness to learn and grow with the company

Languages Required

  • English Language level should be B2 or higher (according to CEFR)

Job Specification

transcosmos (TCIS)

Information Technology and Services - Warsaw, Poland