Customer Experience Team Leader

<h3>Job Description</h3><p><strong>About the job</strong></p><p>Provide the best customer experience by managing a team of Advisors and ensuring team objectives are met by:</p><ul><li>Communicating change, operational and business objectives in line with CX strategy.</li><li>Leading the CX team through motivation, development, relationship building and engagement.</li><li>Overseeing the implementation of employee performance and development (participation in recruitment, monitoring, feedback, coaching, performance management)</li><li>Identify and address frictions to improve customer performance in processes and projects implemented by the team</li><li>Reporting process pain points and participating in their resolution. </li><li>Collaborate with managers and leaders</li></ul><p><strong>What does this role involve</strong></p><ul><li>You will analyze team performance</li><li>You will motivate and develop advisors on a daily basis (including training planning)</li><li>You will be responsible for on-the-job training for newly hired employees</li><li>You will perform calibrations, implement monitoring process and regular feedback with advisors</li><li>You will prioritize the team and recommend solutions</li><li>You will report service and platform issues</li><li>You will manage communication regarding changes in the team</li><li>You will take part in recruitment</li></ul><p><strong>What we offer</strong></p><ul><li>From the very first day you can take advantage of the VIP price program at our e-shop Mall.cz, Vivantis, CZC and Košík.cz</li><li>29 days off (20 vacation days, 5 Relax Days, 3 sick days, Volunteer Day) plus time off to care for a family member</li><li>Do you want to fulfill your creative or traveling dream? No problem, after one year you can take sabbatical leave, i.e. up to an extra month off. And after two years, you're even entitled to two months off!</li><li>Benefit Plus meal vouchers, which you can use at lots of cool companies, or you can choose a meal voucher as a lump sum.We care about the health of our employees, we offer a MultiSport card at a discounted price, a Cafeteria program, and we also organize Health Days</li><li>Monthly pension contribution.</li><li>Home office - do you need to finish projects in peace or wait for the maintenance man? No problem. By prior arrangement with the manager, you can set up a way that suits you</li><li>Flexible working hours - depending on a position and responsibilities, you can adjust the start and end of your day</li><li>Dog-friendly office</li><li>Do you need to improve your foreign language skills? We'd love to help you! We provide English courses for our employees</li><li>Have you just had a baby or want to take your child to first grade? We will support you in everything!</li><li>We value our employees, so you will be entitled to a reward for your years of service</li></ul><p><strong>This job is for you, if</strong></p><ul><li>You have experience in team management </li><li>You speak English - minimum B2 level required (strong verbal and written skills required to ensure high quality standards )</li><li>You have analytical skills</li><li>You are no stranger to working with indicators contact center </li><li>You have the ability to communicate effectively with all levels of stakeholders in the organization</li><li>You enjoy working under time pressure</li><li>You are focused on effective problem solving</li><li>You feel comfortable working with a team</li></ul><p><em>As you are applying to an international team the entire recruitment process will be conducted in English. Please remember to submit your CV/ Resume in English</em></p><p> </p>