Team Leader Cs Guest
Current* Coach and counsel to drive improvements in the team;* Implement and execute company policies and procedures and setting priorities;* Assure strong quality as well as productivity standards within the team;* Track and monitor performance levels, and manage under performance;* Conduct weekly Team meeting as well monthly 1-2-1 to maintain focus and motivation on Customer Service standards and targets;* Prepare and conduct quarterly performance reviews and keep track of progress during the year;* Drive the team in order to achieve requested departmental targets;* Manage escalated complaints of Guest and Partner by phone and e-mail;* In collaboration with other Customer Service Team Leads monitor Customer Service activities and performance on a daily basis;* Schedule and distribute tasks and projects within the team;* Coach and develop the team to be commercially aware when handling customer calls;* Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours;* Ensure coverage of TL line during opening hours;* Collaborating with HR in the recruitment process of new CSEs and ASEs;* Building strong relationships with other departments within the company;* Replace and carry out activities of other Team Leads or the Customer Service Manager if needed;
