Overall purpose of job

People-oriented customer services Team Lead to guide, mentor and inspire an incredible team of multi-lingual customer services agents within a digital marketing environment for a Fortune 500 client.

This role involves coaching and developing a world-class team focused on delivering customer service excellence to SMB clients.   In addition to leading a team, this role will also be challenged with developing programs to scale our operations, solve customer problems upstream, propose continuous improvement initiatives and grow client revenues.

Ideal candidates will put people first. Your customers and your team are your top priorities. You will mentor and coach a team of customer service agents to exceed customers’ expectations.

Success in this position requires exceptional people coaching and account management skills; analytical problem solving; a willingness to experiment; the ability to thrive in a dynamic, team-focused and fast paced environment; and a passion for helping clients and customers achieve results through revenue.

Key responsibilities

• Manage a high performing team of customer service agents
• Manage KPI's, ensure deliverables are exceeded, service targets are met and revenue is achieved
• Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets
• Identify barriers and to improve productivity and success
• Conducts one to one’s with team members to assess performance against objectives
• Provides leadership, support and development to members of the team and builds on the strengths of the team members that drive optimum performance
• Oversees and manages the day-to-day operation and workflow of the team in an organised and efficient manner
• Creates a learning environment to ensure that the transfer of knowledge and insight occurs
• Acts as a point of referral for complex and escalated queries
• Ensure that all client SLA targets are met, including aspects of: Meeting Client SLA’s, Performance Management, People Management, Transition Management

Qualifications

• Min. 1 year of team management experience
• Required Skills and Experience
• Familiarity with online advertising products and social media, specifically Ad Words
• Fluency in English AND Italian
• Must have exceptional grammar and typing accuracy skills

Preferred Skills and Experience

• HTML, CSS, JavaScript, Data Optimization
• Work experience with internationally distributed teams is a plus 

Profile Attributes

• Passionate with deep subject matter expertise in digital marketing
• Experience managing high performance customer service teams
• Ability to develop effective business relationships with all levels of internal and external management
• Must possess strong oral, written, presentation, and interpersonal skills
• Strong knowledge of technology / social media channels
• Ability to identify and lead service improvement initiatives
• Experience in handling escalations from both external clients and internal support organizations within a contact centre / queue based environment as a plus
• Experience developing, measuring, and documenting improved efficiencies in workflow and system processes
• Must be able to clearly identify goals, communicate vision for the team, and then deliver results
• Excellent influencing skills and ability to work with key cross functional business stakeholders
• Ability to remain calm and courteous in periods of stress
• High energy, passion, and a good sense of humour

We offer

• Location: Cracow
• The ability to use your knowledge of foreign language on a daily basis at work (we serve our Clients in almost 30 foreign languages)
• Experience with a range of Clients and technology solutions which provides professional relevance
• Operating according to Lean Six Sigma philosophy
• Collaborating and learning from diverse and talented colleagues helps you “raise your game”
• Trainings and development tailored to help you achieve your potential
• New Joiners Programme including trainings
• Opportunity  to engage in Corporate Social Responsibility initiatives
• We also think about your social life, at Accenture you will be able to take part in different initiatives like Book Club, International Cuisine Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others.
• Social benefit packages including: private medical care, My Benefit, life insurance
• Friendly work atmosphere in multicultural environment