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Req ID#: 413640 Job Description: Come and work with us. We are looking for a talented and accomplished English speaking Team Leader to ensure the provision of a quality Customer and/or Technical support service through the supervision of staff. As a Team Leader in this project, your main accountabilities will include: Supervises and coordinates the customer support service team Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance Looks on adherence to policies Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently Ensures client satisfaction on quality and service levels Addresses, resolves and escalates problems as appropriate Monitors, coaches and trains employees as required Identifies and addresses any staff training needs Plans, assigns and directs work to the team/employees Rewards and disciplines employees when necessary Participates in the recruitment of staff to the team Conducts performance reviews on a regular base (in accordance with the account manager) Provides reports as required by the Account Manager Core Competencies: Communication Communicates relevant information to the agents and on a timely basis Conveys information clearly and effectively both written and verbal Listens actively and effectively Provides feedback to staff, managers and colleagues Interpersonal skills and Teamwork Works well with others Motivates and reinforces teamwork Solicits the input and involvement of others Develops rapport and trust Professional and Technical Excellence Has a sound knowledge of the client product Strives for continuous personal development and improvement Portrays a professional image to the client and to the team Staff Management and Development Coaches and develops staff Monitors staff product and technical knowledge Provides quality, on going feedback and required training Gains trust and respect from staff Working to Objectives, Planning and Organizing Focusing on key objectives Proactive self starter Sets and works to own standards and team standards Prioritizing own work load and managing staff effectively Client Focus: Maintains an in depth knowledge of the client’s product Ensures the attainment of client Service Level Agreements To succeed in the role, you will need to have: Native or proficient level of English Proficient with writing reports, business correspondence and procedure manuals Proficient with spreadsheets and word processing software Higher/further educational qualification or the equivalent. Minimum of one year related experience in Call Center industry or similar environment Experience in working with people on different levels Previous people management experience Must hold EU citizenship or valid work permit Be a local candidate to Budapest, Hungary Benefits. Stable company background : We are the part of the Hungarian market since 1999. We are the part of one of the market leaders company in the CX sector. Health and Well-being : Company doctor contract with a private health consultant, and we offer support for glasses. Discount at the company doctor for your private consultation. Engaging programs : Monthly Fun Days (treasure hunt, massage, etc.) themed days in the office, online games, challenges. Darts and table soccer in the office, coffee (coffee machine and coffee maker) and tea and soft drinks are available, free of charge. Referral program, charity events. Career program : Internal career opportunities, talent program for those who want to improve their skills. Paid professional training lead by our professional trainers. Compensation and benefits : Cafeteria (SZÉP card), team specific bonuses, jubilee bonus, free bank account at one of the market leader bank group, discount in DIY store and in a Hotel chain for the reservations. Extra holidays by Foundever : We provide extra holidays for some cases, full-paid father’s leave Multilingual environment : Native colleagues from more than 25 nationalities, become a member of a friendly team, a company culture where we respect our diverse and unified teams, where we are proud of our achievements. Relocation package : If you’re moving to Hungary, we are helping you with the relocation (travel) and work related documents (health insurance, tax) Go further with Foundever® We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Apply today! Job Segment: Call Center, Technical Support, Manager, Banking, Customer Service, Technology, Management, Finance