The Estee Lauder Companies Contact Centre Team Leader (EMEA) in Fareham, United Kingdom

Contact Centre Team Leader (EMEA)

Brand: Estée Lauder Companies

Description

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.

Qualifications

  • 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

Schedule: Full-time

Shift: 1st (Day) Shift

Job Number: 184801