Within the Cartier Relations Centre team and reporting to the Deputy Manager, the Team Leader for the Northern Europe market will manage and lead a team of approximately 10 multilingual Ambassadors. The Team Leader will be responsible for supervising, guiding, managing, motivating and supporting the development of their team members on a daily basis, ensuring that the team delivers excellent client service in line with defined KPIs and Cartier standards.
KEY RESPONSIBILITIES
Create an environment focused on trust, open communication, creative thinking, team cohesion and maintaining healthy team dynamics
Lead, manage, motivate and evaluate the performance of the Ambassadors on all KPI's (performance reviews, appraisals and disciplinary actions)
Responsible for the planning and scheduling
Allocate workload to Ambassadors
Set Ambassador objectives
Work closely with the team of Quality Specialists who are responsible for monitoring the quality level of interactions with clients across all channels (calls, emails, Facebook and live chat) according to guidelines
Track all KPI's and producing daily and monthly reports, analysing the results and setting up action plans for continuous improvement
Support team and individual performance improvement by working closely with the L&D team to develop Ambassadors and ensure that team members have the necessary training to respond effectively to client requests
Follow up on team members' development (career aspirations, skills to develop, training needs...) in collaboration with the L&D team.
Deal with escalated cases when needed
Recognize and celebrate team and team member achievements and exceptional performance
Organize team meetings (agenda and minutes) and share any cross-functional projects/information shared by the management team - Be the liaison between the Ambassadors and HR, IT, Finance and other departments,
Ensure that Senior Ambassadors have all the training and information they need to support the team
Answer calls, emails, social media and live chat when needed and back up Ambassadors in case of emergency
Participate in the recruitment of new Ambassadors and Senior Ambassadors
Participate in transversal and other projects.
SKILLS & PROFILE
Minimum 4 years of experience in a similar role (customer service, retail sales, or in call center / e-commerce related activities)
Must be Native in German and fluent in English
Excellent people management skills (monitor, motivate and coach the team)
Strong business and performance mindset and a strong client service focus.
Good interpersonal and communication skills, organized, team player and proactive
Thrives in a multicultural work environment
A driven problem-solver with a real passion for innovative ways of improving team performance and overall service operations.
Client Relations Center Team Leader - German Speaker