The Estee Lauder Companies Contact Centre Team Leader (EMEA) in Fareham, United Kingdom
Contact Centre Team Leader (EMEA)
Brand: Estée Lauder Companies
Provide day to day management of the EMEA contact centre team which provides support to consumers in France, Spain, Germany, Austria and Switzerland. This role would involve working as part of a wider contact centre team to meet SLAs and KPIs.
Support and develop to the team to provide “high touch” customer service.
Definition of Responsibilities:
Manage a team of 8 Consumer Experience Advisors to deliver excellent service to our consumers.
Monitor performance of team members and take action where required (using SMART plans )to ensure KPI’s and SLA’s met.
Conduct regular one to one and team meetings to communicate key messages.
Agree and monitor PDP’s for each member of the team.
Conduct quality assurance against agreed criteria and provide training, coaching and support based on individual needs
Resolve any escalated customer and consumer complaints and highlight any trends or risks to the management team.
Assist Management Team and Resource Manager to deliver the correct and required staffing levels.
Recognise and celebrate individual and team accomplishments.
Knowledge of German language highly desirable
Experience in contact centre or admin roles, ideally within a supervisory capacity
Ability to communicate clearly through verbal and written communication in a dynamic, empowered, high touch customer contact environment
Experience of developing, motivating and managing employees
Computer skills (including high proficiency in Microsoft Excel)
Ability to work as part of a team
Ability to handle difficult situations and complaints
Experience of delivering High Touch Service
Job: Customer Service
Primary Location: Europe, Middle East, Africa-GB-ENG-Fareham
Job Type: Standard
Shift: 1st (Day) Shift
Job Number: 184801