Team Leader for Customer Support - New Balance Night Shift Part-time

Our Client

New Balance believes that we are born to move and they are committed to offering the best innovative products that combine function and fashion performance and style. Each international team member plays an important part in supporting the company to share these values with our customers worldwide.

We Care: Develop lead and proactively manage an Operational Team of multilingual Customer Service experts with a clear focus on Performance Management and Employee development
Were Curious: Identify ongoing training and development requirements and opportunities for all team members
We Achieve Together: Strong teamwork ethic contributing to personal and team targets/SLA while working on personnel targets

Tasks

What you will be doing

• To support the initial onboarding of the new employees
• To clearly define daily and monthly qualitative and quantitative targets for individuals and ensure team understanding of these targets and that they are fully accountable
• To assess and review team and individual performance through quality assessments to identify key development areas
• Regular team and individual meetings with all direct reports in line with CPM Contact Centre standards and ensure Monthly My Performance Checkins are complete and documented
• Ensure that the team is uptodate on all Campaign objectives
• To manage the productivity and performance of the team in line with client expectations
• To provide insight back to the client around trends in contact types and issues impacting CSAT

Requirements

What skills & experience youll bring to us

• Proven track record of leading managing coaching and developing people.
• Experience of using CRM systems and working with multiple processes across various contact channels.
• Excellent organisational skills with the ability to prioritise and monitor workloads effectively
• Good timekeeping while being a professional role model to your team.
• Act with fairness and respect to others and shows tolerance
• Ability to provide good performance feedback
• Coach the team to learn new skills and create development opportunities.
• People Management and effective communication skills
• Problemsolving skills and a positive attitude.
• Understanding of the contact centre industry
• Fluent in English other languages are a plus.

Benefits

What do we offer

• Start date: 11th of March 2024
• Contract: Temporary (3 months) / Possibility for a permanent contract
• Parttime: 20 hours/week
• Working days/Hours: Night rotative shifts between 10 PM and 3 AM . Monday Sunday (2 weekends off per month / 2 week days in a row off when a weekend is worked)
• Salary: 12564 gross per year
• Bonus: Monthly performance based bonuses / Discounts on New Balance products
• Holidays: 24 per calendar year
• Hybrid model: Working 3 times per month in the office.
• Training: 2 weeks from the office Monday Friday

Other benefits:

• Bestinclass people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a highgrowth environment.
• Employee Assistance Program Free confidential and impartial guidance and support.
• Employee Benefits Club a wide range of exclusive perks and rewards as a valued member of our organisation.
• Option to signup for Discounted Private Health Insurance.
• Referral Program: Bring a Friend and get a Referral bonus
• Access to LinkedIn specialised training & courses

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailormade to the needs of our diverse markets. We focus on customer service sales and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace celebrating diversity in all forms including gender race religion disabilities and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#wecare #wearecurious #weachievetogether