Consumer Care Operations Team Leader

THE ROLE Main role is to assist the Operations Manager in execution of processes related to employee relations and performance management. Works as part of the leadership team to provide day-to-day operational management of a contact center. Supports the team in providing “high-touch” consumer service while meeting agreed SLA’s and KPI’s. Develops and coaches the team members to deliver high touch service of excellence and assists in developing the team to deliver online sales and orders RESPONSIBILITIES Monitors and reviews the job performance of team members using KPI reporting and the VOC portal. Constantly coaches and develops members within the team to meet/exceed KPI’s. Evaluates current programs and assists the manager in development of new processes for continuous improvement. Ensures proper training and tools for team members with a constant focus on improvement and exceptional consumer/guest experience. Facilitates the education and motivation of team members to achieve care, quality and growth objectives. Ensures all vital information needed for a consistent, “high touch” guest/consumer experience through all channels is met or exceeded. Oversees and controls workflow and work distribution; coordinates the activities of team members in order to ensure efficient and quality execution of their responsibilities. Collaborates with manager and other teams to ensure strong planning, execution and follow-up strategies are in place to achieve sales and service goals. Promotes positive interaction and professional relations between team and other departments. Acts as first level contact for escalations from the team through exceptions, challenges and other special needs of the business. Serves as an effective representative and advocate for the company when communicating to team, field/corporate employees and customers. Provides daily update to ensure clear, concise and timely communication to both internal and external customers. Proactively solicits and exchanges ideas to build consumer relationship with brands. Assists the Operations Manager in the recruiting, interviewing and hiring process of optimal candidates on a timely basis. Continues to build personal skill set by participating in in-house or outside / industry related courses / seminars as deemed necessary to expand product / system and best practices knowledge. Responsible for compliance with published company procedures. Performs backup duties in absence of manager. Qualifications SKILLS AND EXPERIENCE Minimum 4-5 years experience in a similar role Clear and concise verbal and written communication skills Proficient software knowledge preferably using Microsoft Excel, Word, SAP, Salesforce, and Five9 or as required Good sense and understanding of cultural sensitivities Self-motivated and able to work in a fast-paced changing environment Set and maintain the highest level of service for our consumers and guests Ability to work flexible hours Business proficient English language skills both in written and verbal form Job: Marketing Primary Location: Europe, Middle East, Africa-HU-BU-Budapest Job Type: Standard Schedule: Full-time Shift: 1st (Day) Shift Job Number: 229965