Team Lead Customer Experience - Valencia, España - Helloprint

Helloprint

Empresa verificada

Valencia, España

hace 2 semanas

Publicado por:

Isabel García

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De jornada completa

Descripción

**Start your new career abroad today

Have the
adventure of a lifetime in sunny Valencia

-
170+ colleagues from all around the world

Amazing company
activities, events, parties, and many more:
Free
Spanish classes:

-
Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever ‍
-
Breakfast and Lunch are on us:

Become part of our Growth Program, with plenty of job opportunities
Free weekly
Bueno Bootcamp ‍

Helloprint is one of Europe's fastest growing technology companies.

As a fast growing start-up, we are always hungry for better, faster growth for our offices in Rotterdam and Valencia.

As we want to grow faster we are searching for new Helloprinters. People who are curious and hungry people who want to design their own road to success. You want to make the utmost of your career.

Team Lead Customer Experience
As Team Lead CS, I am responsible for the overall performance of my Customer Experience team in Valencia.

I am an energetic, open-minded, inspiring people manager that effectively leads, whilst motivating and developing a team of about 15-20 talented multilingual Customer Experience Specialists.

Exercising excellent leadership and communication skills, I develop and coach an international team in an environment that embraces change, cultivate service excellence, productivity, growth, empowerment, teamwork and high self-esteem.

Together with my team and in close cooperation with the Customer Experience manager and Senior agents I manage a set of Customer Service KPIs as: 9+ quality score, Customer Happiness and SLA performance.

What are your responsibilities?

Oversee day-to-day operation:

Check the correct use of internal tools and workflows by agents
Plan and organise the team based on workload and business needs with RTA
Take the initiative to act and proactively come up with solutions for problems, managing and implementing changes
Scale the processes and workflows in order to be more efficient as a team and as a company

Team support

Drive the team to exceed metrics and KPI's by creating and fostering a highperformance environment
Provide clear directions and guidance to ensure consistent execution of company policies, procedures and setting priorities
Identify patterns and creating personalised action plans for each of the specialists
Ensure employee happiness by creating a trusting team, communicating direction and goals, providing regular depth performance feedback, and coaching and developing members of the team to ensure career growth with Talent&Culture

Report

Full responsibility for a set of KPIs and report progress on a weekly basis
Track and monitor performance levels, and manage underperformance
Prepare and conduct quarterly performance reviews and keep track of progress during the year
Be in charge of making periodic reports to analyse the team's performance and communicate to stakeholders, maintaining a crossfunctional collaboration
Proactively and independently work to meet targets and goals

KPI'S

Customer Happiness (CSAT)
Average Team Productivity
Trustpilot Score
Employee Happiness

What are we looking for:

3 years of management or leadership and previous experience in customer service environment and/or call center;
Knowledge of the
UK/IE market is a
must;

-
Fluent in English and other languages are a plus;

Strong analytical skills and data driven mentality;
Have experience using online software, site management, and tools. Previous experience working with Dixa or a similar ticketing tool is a plus;
Be flexible to work in shifts according to internal needs;
Exceptional communication and organisational skills. Able to communicate effectively, provide constructive feedback, mentorship, and coaching;
Strong interpersonal skills with the team and crossfunctional colleagues;
Leadership by example, able to motivate, inspire and create an inclusive and positive work environment;

What we offer:

An unique challenge at a
fastgrowing European ecommerce company;
A
great community likeminded young professionals from 40 different nationalities with an average age of 30;
Support with
Spanish administration processes and relocation;:
The best
events and Friday drinks;:

-
Free Spanish classes;:

-
Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever;

The opportunity to learn and
grow personally and professionally;:
A
free Bueno Bootcamp every Monday;

-
Breakfast, Lunch and healthy snacks are on us. Enough to keep you going all day;

Opportunities to
learn and grow personally and professionally, even into our Leadership Team. We don't look for age or background, if you are extremely good, you will grow quickly.

More about Helloprint
Helloprint is a fast-growing internati