Team Leader for Technical Support - French with English Netatmo

Our Client

Netatmo develops groundbreaking intuitive and beautifully designed connected consumer electronics. Truly smart our innovative products provide a seamless experience that helps users create a safe healthy comfortable and ecofriendly. As a Technical Support agent you will handle tech queries over email and chat and strive for firstcontact resolution.

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

• 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 French and English

Preferred:

• Able to demonstrate experience working in a customer service/tech support role

Benefits

Benefits

What do we offer

• Contract: Permanent contract (1month probation period)
• Fulltime: (39hours/week)
• Working days/Hours: Monday to Friday Between 09:00 am and 7:00 pm with the occasional Saturday after 3 months
• Salary: 25000
• Holidays: 24 per calendar year
• Hybrid model: Working 2 days from home per week/the rest from the office
• Training: 4 weeks from the office Monday Friday
• Start date: ASAP

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