Customer Service Team Leader with German

Company information

WNS

Location

Gdynia

Overall score:

0

Organization introduction

WNS (Holdings) Limited (NYSE: WNS), is a leading global Business Process Management (BPM) company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare and Utilities. WNS delivers an entire spectrum of business process management services such as finance and accounting, customer care, technology solutions, research and analytics and industry-specific back-office and front-office processes. WNS has over 34,789 professionals across 52 delivery centers worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.


Job information

Business area

CUSTOMER SERVICE

Profession

Customer Service Team Leader

Location

Gdynia

Job title

Customer Service Team Leader with German


Team / organisation unit description


Tasks and activities

  • Leading a Team of 15-20 CS Agents
  • Managing day to day operations effectively
  • Understanding high-level Client needs and translating them to quantifiable deliverables
  • Conducting Team meetings
  • Communicating updates
  • Managing Team development
  • Counseling employees Team issues/personal issues
  • Answering escalation calls and providing accurate resolution to the Customers
  • Monitoring, recording, analyzing and reporting on activities, trends, results and recommendations
  • relating to team performance
  • Managing a Team to meet all set SLA's/KPI’s
  • Communicating with Client and ensuring resolution to Customer queries
  • Self-developing in relevant field at all times

Requirements

Language 1:

German

Level

Advanced


Language 2:

English

Level

Advanced


Qualification:

Secondary education in progress


Experience in this profession

0-1 years


Additional requirements (certifications, special knowledge, software etc.)

  • Fluent in German and very good in English
  • Practical experience (min. 1 year) in managing a team of at least 10 people in CS environment with sufficient understanding of People Management, Tools, Processes and Methodologies
  • Excellent coaching and people management skills
  • Excellent problem-solving skills with attention to details
  • Effective time management & prioritizing skills
  • Excellent written & verbal communication skills
  • Strong interpersonal & leadership skills
  • Ability to multi-task & keep up with a fast-paced environment
  • Background in Travel industry will be an asset

What we offer

  • Great office close to Gdynia Redłowo SKM station
  • Work for an International Client & taking part in the development of the Team
  • Everyday contact with multinational environment
  • Benefits (you can choose from a variety of options: MultiSport card, private medical care, petrol vouchers, cinema tickets, vouchers to different shops, etc.) Wide range of development and training options (including soft skills, computer and language courses)
  • Friendly atmosphere
  • Fruit Mondays to start your week with energy
  • Work for the Best Employer of 2017 according to Aon Best Employer Survey

Additional information

Normal

Fresh graduate

Full-time

Permanent employee for indefinite time


Similar ads