Purpose of the role:
The Team leader is responsible for managing the insurance back office and call centre related activities of his team, that is (1) customer friendly, efficient handling of claims and other customer contacts (both internal and external customers), (2) to achieve the agreed KPI's and SLA's.
" Managing, guiding and coaching of team employees
o Performance appraisals
o Team meetings
" Overall responsible for the operations in the team
o Making plans and creating support within the team to improve processes (procedures, methods, systems)
o Creating and communicating work schedules
o Monitoring and steering on schedule adherence
o Monitoring and maintaining traffic (Service Levels, KPI's and AHT's)
o Tasks executed by the Senior and delegation of tasks
o Professionalizing the team and ensuring quality and service towards customers
o Ensuring operational continuity of processes
o Coordinate execution of claims handling, policy administration, objections and complaints
o Handling of 2nd claim objections
o Making SMART objectives with the agents based on behavioral topics that influence the KPI's
o Coaching meetings
o Responsible for ensuring timely recruitment in order to fulfill the FTE requirements determined by the CCM.
o Liaising with HR to ensure correct recruitment procedures and timelines
o Interviewing and assessment of candidates
o Responsible for all trainings for the agents, this includes on-boarding, multi-skill trainings and refresh trainings.
o Analyzing reports and reporting the results
o Deliver on a daily basis, the actual workload and results
o Provide figures for the weekly reports
o Ensure completeness and distribution of the Agent and Team dashboards
" Point of contact
o Act as a point of contact for the CCM, the client and the team on all team and process related questions.
" Replacing other team leaders in absence
Key performance indicators:
" Service Levels
" Quality score
" Net Promoter Score
" Abandon Rate
" Schedule Adherence
Internal and external customers:
" Contact Centre Manager
" Account management team
" Finance team
" Operations team
" 3rd party clients
Education: MBO level or equivalent experience.
Experience: Minimum of 1 year relevant experience in the service industry.
" Passion for all kinds of home technology such as mobile phones, 3G / 4G etc. and a broad technical knowledge, including wireless home networking and all peripheral devices both wirelessly and directly;
" Demonstrable affinity with telecom;
" Capable of solving software and hardware problems;
" Interest in innovations in the market and always want to perform at the highest level;
" Flexible and willing to work irregular hours (availability in evenings and weekends is mandatory);
" Loyal and reliable;
" Can work both independently and in a team;
" Proudly to wear the uniform of Geek Squad;
" Excellent command of the Dutch and English language in writing and speaking;
" Good knowledge of the Microsoft office, especially Word and Excel.
" Customer focus
" Communicative skills
" Problem solving ability
Salary and Benefits
De opdrachtgever is sinds eind maart verhuisd naar Rotterdam waar zij de Service Center Activiteiten van Belgie naar Nederland halen en halverwege dit jaar zal dat ook met de activiteiten van Portugal gebeuren.
Heb jij interesse om met een nieuw te bouwen team aan de slag te gaan?
Stuur dan jouw CV naar – Klik op de solliciteer-button om te solliciteren – en ik maak graag persoonlijk een afspraak met je!