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Customer Care Team Leader - German speaking

Posting Country:  Hungary
Date Posted:  10-Nov-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Hello, there! We are _VOIS. 
Our name might be new to you, but our work impacts millions of people around the globe every day. We evolved from a shared services organization to become a global TechCo with over 24 thousand employees operating from Hungary, Romania, Egypt and India. Together, we are the engine that powers Vodafone around the world. 
Innovation is our main tool to deliver talent, technology and transformation to our Vodafone partners, while our people are our top priority. Through our 100% Human initiative, we help our people to develop their careers with unique learning and development opportunities while supporting their wellbeing with programs that focus on a healthy work-life balance. 
At _VOIS, we are constantly looking for disruptive ideas and new ways to work. If you want to experiment and learn fast, integrated into an international, multicultural and inclusive team, then _VOIS is the place for you.
Come and help us create the future together. Join us as a


Customer Care Team Leader - German speaking


Your role in a nutshell: 
To be accountable for managing, coaching, leading and motivating a team up to 15 advisors/agents, coordinating activities in line with department targets and performance levels. Communicates company goals, safety practices. Provides help to management, including hiring and training, and keeps management updated on team performance. whilst continually looking at potential improvements to departmental processes


Why you will love your job:

•    Accountable for coaching, leading performance and motivating team and recognition, also ensuring all team adhere to VOIS policies and prosedures
•    Facilitate performance reviews using the “Performance Dialogue” Framework for team members by conducting 1 to 1s to conduct feedback based on quality feedback
•    Be responsible for the real time activity and agent productivity within the Contact Center and be part of preparation and implementation of operational plans
•    Understand and interpret organisational and departmental strategy requirements in briefings and team meetings for any updates when it comes to processes and knowledge 
•    Driving performance and working with poor performers to achieve agreed KPIs, monitoring and flagging any compliance gaps and violations
•    Run NPS analysis and KPIs gaps to Operations managers on individual and team performance against KPIs
•    Train agents to identify the upsell and cross sell opportunities 

Identifying and addressing any people issues and being a pillar of support for the team members


What you will bring to the team:
•    Ability to present value- added solutions to Customers 
•    High emotional intelligence and soft skills with the ability to manage employees
•    Achieves goals in a timely manner while discipline & strict compliance with policies & procedures
•    Ability to learn, seek knowledge and self-development
•    Experience in a multi-system environment
•    German Level – C2 Speaking Proficiency
•    Must have experience of 1- 2 years within a customer Care environment 
•    Strong verbal communication skills
•    High problem-solving skills
•    Proficiency in using MS Office applications is a plus
•    Strong reporting and analysis skills
•    Demonstrates a positive, enthusiastic, friendly attitude


In return we provide you with:
•            A dynamic environment where innovative ideas are always welcome;
•            A collaborative community where your professional goals and work are supported by a diverse team;
•            Access to internal trainings through Vodafone University and external trainings via other providers;
•            A supportive internal coaching and mentoring culture;
•            Opportunities to participate in company activities and Vodafone Foundation events;
•            Corporate assets, including a laptop and mobile phone with Vodafone RED subscription (unlimited EU talk + unlimited data); 
•            Vodafone HOME discounted fleet services for employees and their friends & family
•            Cafeteria package;
•            Private Medical Services;
•            Employee Assistant Program to support your wellbeing and mental health;
•            This is a full remote position, you can work anywhere from Hungary


#movewithus #_VOIS

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.