arvato - Customer Service Team Leader + 1 Language (12 Month ...

The Company:

At arvato Finance, we combine more than 15 years of expertise in BPO and finance services, including Order-to-Cash, Procure-to-Pay, Record-to-Report, Finance and Accounting and Merchant Services.? Through our Dublin-based centre of excellence for finance BPO and our extensive global network, we deliver innovative, tailor-made solutions that enable our private and public sector clients around the world to operate and compete successfully within the global marketplace.

arvato Finance is a subsidiary of arvato AG, an international outsourcing provider with over 63,000 people employed in over 136 subsidiaries across 36 countries worldwide. arvato has annual revenues of approximately ?5bn, contributing nearly a third of the Bertelsmann group's annual revenues of over ?15bn.

The Opportunity/Position Objective:

The Customer Service Team Leader is responsible for ensuring that the team of Customer Service Representatives (CSRs) are organized and motivated to provide best in class customer service on issues that range from billing queries to technical queries. ?

Duties and Responsibilities:

? Responsible for the daily performance of a group of 10-20 CSRs, ensuring adherence to SLA expectations (productivity, internal quality and external quality, etc.) on multiple communication channels

? Ensure timely turnaround of customer queries and compliance of operational SLA?s & KPI?s

? Coordinate the day to day activities of the team and facilitate the ramp up of additional activities as required

? Resource & capacity planning

? Team management - ensure all tasks are been carried out and that all teams are productive and working as efficient as possible

• One to ones, Team meetings
• Team Issues ? attendance mgt, implement HR policies, return to work meetings
• Define and review objectives
• Develop and implement L&D plans for team members
• Headcount management
• Productivity/workflow mgt
• Quality feedback, performance plans and follow up
• Implementation and management of any new HR /AFS initiatives which come on board
• participate in the recruitment and induction training of new staff
• Continuously motivate the team to drive for success in customer satisfaction
• Using the company performance management programme; appraise, coach, provide feedback & guidance.?

? Provide regular and ad hoc reporting, working closely with the WFM manager

? Ensure consistency of standards and procedures with the global team

? Ensure KPIs are met, inside and outside the SLA Measurement

? Monitoring and regular reporting of activities within the team

? Be the first point of contact for customer escalations, resolving issues, complaints and disputes timely and efficiently

? Responsible for raising awareness of unusual trends in performance, team, attitude and other management parameters

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v? Skills and Experience:

? Business/IT Degree or equivalent

? Fluency in one of the followings language essential ? French, Dutch or Polish

? Leadership skills ? creativity, confidence and motivation

? Excellent communications skills

? Demonstrate strong interpersonal and team building abilities, coaching skills, and people management experience

? Strong presentation/relationship building capabilities and experience

? Operational management and process excellence

? Background in a Customer: Partner and/or Field Service related area has a clear advantage

? Good overall business knowledge, appreciation & understanding of business processes

? Customer Service Experience

? Flexible, Can-Do Attitude

? Excellent Communication skills required - both verbal and written

? Must be highly competent in Microsoft Office (All Products)

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Whilst previous experience in a Team Leader role is highly desirable, candidates with a minimum of 9 months experience in AdOps will be considered

arvato finance services Ltd. Core Organisational Competencies:

?? Commercial and Business Acumen ? ? ? ? ? ? ? ? ? ? ? ? ?	?? Results Orientation ? ? ? ? ? ? ? ? ? ? ? ? ?
?? Integrity, Values and Ethics ? ? ? ? ? ? ? ? ? ? ? ? ?
?? Customer Focus ? ? ? ? ? ? ? ? ? ? ? ? ?
?? Team Work ? ? ? ? ? ? ? ? ? ? ? ? ?
Creativity and Innovation ? ? ? ? ? ? ? ? ? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ?	?? Leadership ? ? ? ? ? ? ? ? ? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ?

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?"Arvato is an Equal Opportunities Employer, Embracing Diversity in the workplace"

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Location ? Eastpoint (Dublin, IE) Payment Not Disclosed Category Call-Centre / Customer Service. Terms Contract / Temporary, Full-time Last updated 13/08/2012

Source: http://www.jobs.ie/ApplyForJob.aspx?Id=1193426

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