Team manager

Who is the customer?

The customer is an international financial organisation with this office in Aachen. They have other office locations in Europe. They are most known for delivering payment solutions.

What is the location, department, duration of the project?

You may expect the first contract to be for 3 or 6 months, with option of rolling extensions.

This project requires 40 hours a week. For now remote working will be applicable most likely, once it is possible work on site in Aachen.

As the current team manager is leaving, this vacancy is as a replacement.

Purpose of the job

The Department consists of 12 teams, located in Belgium, Germany, Finland, Luxemburg and The Netherlands. The current vacancy of the team manager is for one of the teams in Germany.

The Contact Center team consists of 10 agents. The team provides 1st line service to Cardholders. The team strives for a high 1st line fix rate and exceeding the customer expectations (SLA) and also learns from the ‘Voice of the Customer’.

As team manager you will be responsible for the team and its results:

• Manage the operational activities of the team;
• You are a people manager for the team, this also includes people development, performance reviews, regular feedback sessions with agents and other people management tasks;
• Coach and provide training to maintain the high customer service standards;
• You are (pro) actively involved in the initiation and implementation of (new) working protocols;
• Steer by means of workload modelling and sourcing strategies to optimize KPI’s/SLA’s:
• Participate in projects regarding the (new) services involving the Contact Center Germany;
• Active member of the Management Team;
• Collaborate with Operational Managers and other team managers within the department and the rest of the Division to continuously optimize the customer experience, quality of service delivery and cost-efficiency.

What are the main requirements?

• A minimum of 3 years of work experience in the payment industry area;
• A minimum of 3 years of management skills required preferably within call center environments;
• Knowledge of financial/banking fundamentals – preferable knowledge of Cards/Payments services;
• Written and oral proficiency in German & English;
• Proficient leadership to accompany the team in the journey of organizational transformations;
• Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities;
• Knowledge of performance evaluation and customer service metrics;
• Understanding governance processes like finance, compliance, audit and risk management;
• Understanding of marketing and sales processes.

Does this role spark your interest? Then please provide me with your most recent resume and contact details (meisha@magno-it.nl or ira@magno-it.nl), so that we can discuss this vacancy more detailed by phone!

Posted on dinsdag 7 juli 2020