Team Leader

Team Leader
Ref N: TL

Adecco is a Fortune Global 500 company and the global leader in HR services. The Adecco Group connects over 500,000 external colleagues with clients each day through its network of more than 6,600 branches, with 34,000 full-time employees in over 60 countries and territories around the world.

In Bulgaria, Adecco focuses on providing consulting recruitment services, outsourcing and temporary workforce solutions. We hire for the most prominent companies in different industries as well as for our internal projects. The job opportunities you can find with Adecco are in the fields of technology, finance, pharmacy, tourism, and many others.

Job Description
This role is primarily concerned with the day to day operational management of the Service Desk. This involves the supervision of a team of 15 or more in meeting client satisfaction and operational goals. Team Leaders are the initial interface for all employee related issues, coaching, goaling and performance/salary reviews.

Responsibilities
The Team Lead is accountable for the delivery of the Incident Management process of the Service Desk in accordance with the Customer contract.

Team Leads are expected to perform proactive analysis of performance data, and together with the management define and implement procedures to improve service delivery and quality.

Duties
• Manage ‘real time’ performance of queues taking into account agent availability
• Responsible for day to day performance of agents with regard to productivity, SLA’s, customer satisfaction and efficiency
• Responsible for process adherence of all team members
• Manage Availability and Utilization of resources
• Ensure that all information supplied by the Customer/HP is disseminated appropriately to the team
• Follow-up on escalated issues from Customer or HP management
• Follow-up with management in case of SLA misses
• Manage staffing levels and maintain headcount reports
• Adapt schedule for Sickness, Vacation and Training
• Manage development and performance of team members
• Performance reviews
• Interview potential new team members
• Work with HR and other support service groups where required
• Hold team meetings
• Report on key performance measures

Candidate Profile
• Understanding of Call Centre business
• Highly motivated towards achieving targets and customer satisfaction
• Reliable
• Confident and professional manner
• Strong organisational, planning and presentational skills
• Ability to work under pressure in a highly targeted environment

Skills/Experience
• Excellent communication skills
• Good written and oral knowledge of an European language is desirable
• Call Centre reporting experience, e.g. Excel pivot tables
• Committed to self-development and the development of others
• Relevant Third Level Qualification or equivalent
• Ideally 2 years’ experience in a call centre or other Team Leader environment