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International Account Team Leader - German Speaking

Posting Country:  Albania
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.

Description

 

Role title: International Account Team Leader - German Speaking


Role purpose:

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 while continually looking at potential improvements to departmental processes

Job Responsibility

 

Key accountabilities and decision ownership:

•    Accountable for coaching, leading performance and motivating team and recognition, also ensuring all team adhere to Vodafone 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, UPL, Adherence
•    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


Core competencies, knowledge and experience:

•    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

 

Must have technical / professional qualifications:

•    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

Our 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.