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Wild Berry Associates
,
London, Greater London
FR/IT Team Leader CSR
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Job Type: Full-time |
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Salary: £32,000 per annum |
Overview
Wild Berry Associates is looking for FR/IT Customer Service Team Leader. You will be responsible to oversee our growing team of Customer Service Representatives, which you will motivate, review and assess individual and team performance on a real time basis, from a service quality perspective as well as productivity. Your responsibilities also include shift leader duties, overseeing smooth operations of the customer service function during scheduled shifts to achieve targets. Responsibilities Manage scheduling, assign tasks to Customer Service Representatives and oversee completion of tasks Monitor team performance and report on metrics Organise regular 1-1 with Customer Service Representatives Act as escalation point during shifts; answer agent queries and resolve complex cases Build shift reports ensuring main information, escalations and issues are tracked Perform weekly quality review of agent' tickets Identify and propose improvements to processes. Assist Customer Service Manager to establish and monitor KPIs Requirements Minimum two year's experience as a Team Leader Experience overseeing direct reports Excellent communication and leadership skills Strong organisational and time-management skills Strong problem-solving skills Willingness to work regular weekend shifts Must be fluent in English, as well as fluent in French and/or Italian, any additional languages are welcome Benefits Competitive salary (based on experience) 25 annual leave public holidays Employer pension contributions Weekly team lunch and free drinks in the office Regular team events Professional development opportunities (e.g., language lessons, trainings, etc.) No formal dress code Dog-friendly workplace Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.