Customer Experience Bilingual Team Leader - Night Team

Expiring today

Location
London
Salary
£20000 - £25000 per annum
Posted
28 Aug 2018
Closes
25 Sep 2018
Ref
C01
Contact
Farah
Sector
Luxury, Retail
Job Type
Permanent
They are are a global team with language specialists who provide a tailored service to our customers in 15 languages so bilingual is essential

WHAT WILL I BE DOING?
Reporting to the Global Customer Experience Manager and managing a global multilingual night team, your role as a Night Team Leader is to provide leadership across all channels by guiding the Night Team to ensure all our customers receive luxury service and solutions within service level agreement. You will have responsibility of managing Customer Experience operations during the night, ensuring that the pace and Brand direction from the day team is mirrored in the night. You will nurture and develop a talented and confident team and ensure the department maintains service levels and exceeds targets.
*Leading a night shift contact centre team to achieve service level and sales targets consistently.
*Working 4 x 10 hour shifts per week between the hours of 7pm - 9am on a rotational basis including weekends and bank holidays
*Driving performance with pace, positivity and reactivity to business needs
*Delivery of operational activities and team management
*Personally handle serious complaints with confidence and luxury resolution
*Cascading information from management meetings to the team
*Liaising with internal departments to action case resolution and improvements
*Liaising with external business partners such as courier partners and payment providers
*Responsible for safety and security of staff and facilities out of hours
WHAT SKILLS DO I NEED FOR THE ROLE?
*Experience managing teams within a multi-channel contact centre environment.
*Ability to manage multiple channels such as email, social media, phone calls and live chat
*Recent experience of working night shift hours.
*Ability to manage 20 team members with strong working knowledge of HR processes
*Ability to lead and coach a high performing team to hit SLAs and productivity targets
*Ability to work independently and confidently in an out of hours environment
*Computer literacy and ability to learn new systems quickly
*Excellent written and spoken communication skills including complete fluency in English
*Ability to both follow direction from Senior management and work using your own initiative
*Numerical and able to process complicated payment, currency and tax issues

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