Spanish Speaking Customer Service Team Leader - London, United Kingdom - Mulberry Recruitment

Mulberry Recruitment
Mulberry Recruitment
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Spanish Speaking Customer Service Team Leader

Location:
Canary Wharf, London

Salary £27,000-£28,000 + Benefits

Monday to Friday, 8am till 5pm

Hybrid Working After Training Period

Permanent
Are you an experienced Customer Service Team Leader?

Do you speak fluent Spanish?


Responsibilities:

Responsible for end to end performance management of agents

Accountable for the performance, productivity and quality of the team

Conduct regular remote and side by side quality monitoring of agents

Conduct regular coaching and feedback sessions with all agents

Conduct monthly performance reviews

Responsible to motivate and drive their team to maximum efficiency

Be appointed to bring out the best in the individuals within the team and maximise their potential

Ensure the members of the team are fully compliant in carrying out their duties

Provide on-going daily support for members of the team and be first point of contact for staffing issues

Will lead by example ensuring good standards of performance, attendance and conduct within the office are maintained

Organize the necessary resources to the client needs

Contribute pro-actively to the overall development of the campaign through ideas and creativity

Cross-functional collaboration with other teams

Participate in client events, meetings and shows as requested/as relevant

Conduct or support with the training of new agents

Must be able to travel and work from other offices as and when required in line with business needs.

This list is not intended to be exhaustive, and other duties may be required from time to time as deemed reasonable by the business


Skills Requirements:

Experience working in a call centre in a customer service (preferably travel industry) environment

A proven track record in performance and achieving targets within a call centre environment

Good level of computer literacy (MS Word, MS PowerPoint, MS Excel, Call centre software Spanish speaker to fluent level

Good written and verbal English language skills

Natural ability to influence behaviours and reach desired outcomes

Excellent interpersonal skills

A background in travel/leisure reservations is desirable

Able to add to a high performance team culture where agents exhaust all opportunities to achieve targets and brand loyalty for the client

A natural ability to drive sales

Professional and emotionally resilient.

To embrace the brand vision of the Pierre et Vacances core values

Good attention to detail

Excellent multi tasker

Aims to surprise and delight on every customer interaction

Experience in a previous customer service or sales roles

Excellent communication and motivational skills, ability to multitask and work independently

Ability to work in a fast paced environment, maintaining attention to detail and accuracy

Flexible approach to working hours and location

Excellent understanding of call centre practices, KPIs etc
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