Consumer Contact center Team Leader Czech & Slovakia
Consumer & Customer Care
Full Time
Praha 4, Czech Republic
2019-03-26

CONTACT CENTER TEAM LEADER 

To create a best-in-class brand and product ownership experience for the consumer, both online and via phone/mail/social media contacts.

Objectives:
Coordination of day-to-day work of Consumer Contact Center Specialists and supporting 1st line agents in their duties and responsibilities, in the peaks back up info line – app 20-30% of the daily duty 

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Overseeing day-to-day operations – online monitoring + action steps, shift adjustment breaks 
• Back up info line –to manage calls and emails from consumers during peaks, app 20-30% of the daily duty and beside Team Leader duties acting as Specialist depending on current/daily needs and resources
• Share daily results related to efficiency and service levels and with Manager discuss action steps 
• Cooperation with other functions of Electrolux (e.g. technical support, marketing, ownership solutions, etc.)
• Working & processing data in Electrolux systems  &tools like CTI, Regulus, SAP, KM or others
• Coordinating activities with Contact Center Manager
• Daily reporting of main KPI´s, capacity planning, in cooperation with CC Manager preparation of 
• Daily monitoring of NPS of CC – and action steps – direct contact with clients, sharing results with the team and CC Manager 
• Back up Contact Center Manager in case of absence (daily operation, meetings, projects) 
• Attend projects related to CC, in case of necessity attend testing of new systems, processes 
• Creating an inspiring team environment with an open-minded communication culture

POSITION REQUIREMENTS:

Skills & Core Knowledge Areas:
• At least 2-year experience on a similar position in call center industry
• Czech or Slovak fluent, English – communicative 
• Consumer-focused person 
• Excellent communication and written language skills
• General knowledge of processes and IT systems used in the Contact Center industry
• Ability to learn fast in a changing environment
• Ability to operate with lots of data
• Ability to work in stressful situations with a positive attitude
• An open-minded, collaborative and proactive approach