The Role of the team leader is to lead, motivate & coach your team to deliver world class customer care to our members, monitoring performance and maintaining a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s with a focus on queues and clients.
Please Note This role will be required to work evening/weekend Helpline Shift patterns to match the contact volume patterns of our members, shifts will mainly consist of and evenings/ weekends, with some rare requirements for night shifts.
What You Do
- Leading and motivating a team of Helpline Advisors
- Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
- Training and development of staff.
- Deliver service level agreements and the individual team targets to enable maximum performance
- People Management, including all HR related issues, as well as performance appraisals and staff development.
- Work monitoring, coaching and feedback
- Conducting regular one to ones and team meetings.
- Ensuring ownership is taken of all queries received in department area
- Contributing to recruitment and selection process of the front line.
- Compiling weekly reports on team`s performance and customer feedback.
- Communicate and act as a focal point of dissemination of information from management to team and vice versa.
- Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
- Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.
- Deal with escalations in a prompt and efficient manner.
What You Bring
- Previous experience working in a contact centre is essential.
- Experience working in a pressurized and goal driven environment.
- Track record of meeting targets and delivering customer satisfaction.
- Excellent people management skills
- Flexible to work within our rotating shift patterns.
- Fluency in English
- Second European language is preferred
- Time Management
- Strong communication (verbal & written)
- Team Player
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84301 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us. Let's care for tomorrow.
