Hungarian or German Speaking Call Center Team Leader


Our client is a leader in sales and distribution automotive products. We are currently looking for Hungarian or German Speaking Call Center Team Leader to join their Liverpool office.


Tasks & responsibilities:

Manage a team of Supervisors and customer service reps, to ensure that agreed targets are met and appropriate qualitative standards achieved;
Assist in the development and implementation of robust processes to ensure that a high quality service is provided to the customer, with Operations Manager (OPM)
Implement methodologies to improve first line call resolution. Including correct follow-up and escalation to appropriate parties;
Design and develop an enhanced reporting structure which ensures the early identification of complaints and issues and ensures minimum risk to the business;
Analyse desk activity and make recommendations for increased organisational efficiency and effectiveness;
Coach staff to ensure that customer support is provided in a consistent manner;
Implement staffing and scheduling models to ensure guaranteed coverage to the business;
Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support;
Perform all required performance meetings – return to work; disciplinary etc...
Coach and develop supervisors to meet all line management requirements
Perform Quarterly performance and bonus reviews for supervisors
Proactive mindset with the business;
Manage relationships with suppliers (internal);
On call support if required
Shift cover between 07:00 and 23:00 to include 1 in 3 evening shift

Requirements

Management experience, relating to support of teams within an international environment is desired
Airline/travel industry experience is a plus.
Minimum A level, with at least 3 years working experience at a support desk;
Good written and spoken knowledge of the English language is a must;
Being a clear team player;
Stress resistant.
Fluency in German or Hungarian preferable but any other European languages will be considered
Experience and good working knowledge of Amadeus


Salary and additional information

Salary is up to £20 000 depending on the experience plus bonus

You will be working shift between 7am & 11pm