·To understand and achieve agreed business KPI objectives (SLA)
·To deliver performance of the appropriate quantity and quality that as a minimum meets the agreed business objectives through the implementation of appropriate tactical plans.
·To effectively manage team resources ensuring an appropriate supply is available as required, to service the forecasted demand for the team. To work in conjunction with other Team Leaders and their relevant Line Manager to ensure the most effective utilisation of channel resources.
·To effectively communicate individual, team and centre performance and operate feedback mechanisms which encourage development of people and processes to the benefit of the business, individuals and customers.
·To monitor appropriate standards of performance for all members of the team ensuring that all staff deliver a service to customers which exceeds their expectations. To monitor standards of performance and provide relevant, meaningful and timely feedback and coaching support to staff in all areas of their performance on a regular basis.
·To recruit, manage, coach and develop team members, using effective selection, performance monitoring and development skills, ensuring they have the correct level of knowledge and skill and can be appropriately developed to reach their full potential.
·To build motivation and morale at individual and team level by encouraging effective communication, sharing appropriate information in a timely manner and reinforcing the performance standards required by all team members.
·To prepare and conduct appraisals
·To promote and drive company philosophy, through our 6 values and regular communication
·To personally demonstrate within all business activities, the established performance and behavioural values of the business, acting as a role model for all staff and visitors.
·To organise and lead regular team meetings in order to discuss all topics from the operational and administrative perspective.
·To develop and maintain high standards of health & safety.
·To assure that the “plan de prevención” is followed by the team.
·To follow current processes, generate and roll out new processes to improve business results and customer experience.
·To identify and implement in conjunction with others TL and CM, improvements to the working processes and service delivery procedures that further enhance business performance.
·Be actively involved in problem solving and propose improvements to processes.
·To follow Acc procedures (AFU/HOLS/Disciplinary…).
·At least one year experience managing teams.
·Polish, German and English fluent.
– Salary from 22k to 25k (plus bonus)
– Permanent contract
– Medical insurance
– Excellent environment in Barcelona World Trade Centre
– Fun and Healthy activities
Thu, 22 Feb 2018 13:21:34 +0000
Team Leader / Manager
Language/ Polish, German, English