Dutch Team Leader

NB: Must be able to communicate proficiently in Dutch

Job Overview

The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.

Main Responsibilities (but not limited to)

• Evaluate prior day/week/month performance reports.
• Follow up with and track agents with performance issues.
• Conduct daily meetings with the team to discuss actual results versus goals, identifying agent outliers.
• Establish daily priorities and review execution of process-level plans, calling meetings as needed for real-time adjustments.
• Facilitate agent development while maintaining the “80/20” rule.
• Identify and nurture agents' strengths and weaknesses to create an effective and sustainable team, ensuring key performance indicators are consistently met and exceeded.
• Develop agents through talent management, monthly 1-2-1’s, Quarterly Reviews, and personal development plans.

Skills & Attributes

• Customer service skills.
• Comfortable in a fast-paced, multi-tasked, high-energy environment; self-starter capable of working without direct supervision.
• Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure.
• Team leadership and people development.
• Proven background in quality-related analysis with ability to draw conclusions and recommend improvement initiatives.
• Good project management skills and experience.
• Ability to analyze customer-related data and recommend improvement initiatives.
• Superior judgment, diplomacy, and tact.
• Demonstrated ability to drive process changes and improvements.
• Exceptional written and oral communication skills across all levels of the organization.
• Goal-driven, target-oriented, able to see the bigger picture.
• Experience in writing documentation and standard operating procedures.
• Proficient in Microsoft Office including Excel, SharePoint, Word, and PowerPoint.
• Professional approach to working with colleagues at all levels.
• Ability to communicate effectively across various platforms with excellent planning and organizational skills.
• Motivated to work on own initiative.
• Excellent interpersonal and communication skills.
• Proven ability to make and implement decisions.
• Proven ability to influence change at all levels.
• Accuracy and Variances.
• Attendance and Adherence.

Qualifications and Experience

• Must be able to communicate proficiently in Dutch.
• Matric/Equivalent (Essential).
• Leadership experience within BPO (1 year + Essential).
• Customer Service experience (Essential).
• Management qualifications (Advantage).
• BPO background (Essential).

Job Types: Full-time, Permanent

Pay: Up to R45000,00 per month

Application Question: Are you able to communicate proficiently in Dutch?