Team Leader
3 weeks ago
Job Title: Team Leader - EU Phone Team
Job Summary: We are seeking a highly motivated and experienced Team Leader to join our EU Phone Team. As a Team Leader, you will be responsible for supporting the day-to-day operations of the team, ensuring that tasks are executed in accordance with established Service Level Agreements.
Key Responsibilities:
- Train team members and provide first-line support for any queries
- Manage a multilingual team (English, French, German, Spanish, and Italian)
- Escalate any potential issues regarding staff
- Support the monitoring of KPIs and work with the line manager to ensure phone recruitment targets are achieved by each of the panel and phone assistants
- Oversee workload within the team
- Ensure smooth team handovers for any holiday coverage
- Ensure the panel and phone assistants are well-trained and that procedures are followed by each team member under the established guidelines
- Ensure tasks are fully executed within the given timelines and quality standards
- Monitor team members' performance and provide regular reports on it
- Create and execute improvement plans for underperforming team members
- Guide and direct phone agents to provide insightful and relevant feedback on projects' feasibility based on gathered market intelligence upon talking to respondents over the phone
- Ensure that calls on panel engagement are successfully executed
- Allocate work tasks to members of the team, assessing workload and fair work distribution
- Ensure that daily number of calls and strike rate targets are achieved
- Recruit M3 Global Research panellists via phone and carry out cold calling to recruit respondents on allocated quantitative and qualitative projects as well as panel initiatives
Requirements:
- Bachelor's degree or equivalency
- 1+ year of experience as a phone agent in a call centre
- Excellent interpersonal and communication skills – both verbal and written
- Strong comfort level of being on the phone
- Ability to work as part of a team and show flexibility in the tasks they are asked to perform
- Independently motivated and inspired by working in a dynamic environment
- Comfortable with change, with the ability to seek opportunity in uncertain conditions
- Analytical and a strategic thinker
- Ensure 100% accuracy and demonstrate excellent attention to detail
- Strong organizational skills and the ability to multitask
- Other European language skills would be an advantage
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