IJP | Assistant Team Leader - DACH

Day to Day responsibilities

• Ensure your team is meeting weekly and monthly sales targets
• Set the agenda for the day, aligned with the Sales operations
• Manager, stakeholders and run daily huddles.
• Coaching and mentoring your team on best practice and implementing training strategies to increase performance;
• Strategically working with leadership to develop and implement strategies to improve processes, procedures and productivity.
• A large portion of your week should be spent understanding your agents performance, spending time coaching and shadowing agents to provide real time feedback, support and guidance.
• Carry out regular 1:1s, developing a culture where training and development are part of the team, identifying actions and working with trainers and QA Coaches to ensure the skills and knowledge are developed effectively.
• Ensure all offline activity is allocated for the day and upcoming weeks.
• Review management information and make suggestions, recommendations as to improvements across the outbound sales contact centre Ensure reporting and data capturing are completed on time and accurately.
• Ensure all escalations are assigned and actioned the same day as the assignment.
• Ensure existing documents are accurate and reflect current work procedures and policies .
• Demonstrate the highest standard of customer service setting the benchmark for agents to emulate.
• Be across all IT procedures and contacts.
• Ensure the team feels fully supported on the floor at all times

Agent Team Support / Leading by example

• Being an ambassador for the brand, live the hungry values providing insight into the team and implementing the brand's tone of voice.
• Keep up to date with product updates.
• Providing leadership for the team by inspiring them with the company's service vision, setting clear objectives, and motivating
• them to deliver the best level of service.
• Creating and maintaining a professional culture within the team, where individuals take ownership and are meticulous and proud of delivering excellence and quality.
• Work alongside the Training and Quality team and or the Sales
• operations manager to ensure your team is trained in the required areas to perform in their role.
• Identify learning and development needs. Working with the QA coach to facilitate your requirements.
• Act as an escalation point for all customer service related issues
• when Team Leaders need support and undertake decisive measures to assist in problem resolution.
• Partner with the sales operations manager to identify and track key metrics to show the impact of learning outcomes
• Reporting / Real-Time Performance
• Evaluate performance with key metrics. Reporting on team performance, identifying with your team areas for improvement.
• Report to the Sales operations manager current trends, performance, staff movements and areas of improvement your team are working on.
• Work with the Senior leads allocating shifts based on call leads and agent weekly performance

General Customer Care Agent duties

• Although this is not your primary role it is expected as part of the Leadership team you are still keeping your knowledge to help assist Team Leaders with questions on busy days.
• Demonstrating confidence while using all different channels (Phone and SMS).
• Providing general support and building engaging relationships on each and every customer interaction.
• Being an expert regarding company policies, tools, and systems in all different areas, not only Logistics.
• Being the first point of contact for the team on weekends.