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Customer Care Team Leader- German Speaking (Rotating shifts) open_in_new
explore Szeged , Hungary
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DESCRIPTION
Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner.
It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of Finance Business & Technology (FBT), you’ll be fully connected into the world of bp. You’ll play an increasingly important part within a network of like-minded colleagues partnering on strategic projects that stretch across the globe. And it starts with you. There’s a world of opportunities to build new skills, challenge yourself and grow a long-term career at bp. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we’re with you.
Would you like to discover how our diverse, hardworking people are leading the way in making energy cleaner and better – and how you can play your part in our world-class team?
Join our Global Customer Care Team and advance your career as a
Customer Care Team Leader – German Speaking
(Rotating shifts)
In this role You will:
- Supervise the running of a safe and efficient operation
- Be an SME for critical customer operations systems to improve process efficiency and customer engagement
- Own shift and time management across hubs to ensure delivery of consistent customer service
- Manage called out issues from advisors and the shared team leader mailbox, raising them to the head of customer care as required
- Support or lead on specific projects as required
- Provide operational performance reporting as required to relevant parties
- Drive for a culture of continuous improvement
- Run weekly team huddles with the team to update them on business news, review metrics and set focus areas and targets
- Be responsible for supporting with hiring process and have the authority to accept or reject prospective hires into their team
- Coordinate and run weekly group and individual training sessions for advisors , focussing on how their actions impact important metrics and setting them individual performance targets
- Undertake and support employee appraisals and pay-structure reviews.
- Undertake disciplinary and related tasks in conjunction with HR support
REQUIREMENTS
What You will need to be successful:
- Proficiency in German and English language
- Experience managing a team, preferably in a contact centre environment
- The ability to effectively motivate and performance manage teams in a fast-paced environment
- Interpersonal skills with the ability to develop effective relationships at a variety of levels both within the team and with the client and customers
- A high level of organizational, planning and time management skills
- Experience driving quality in a customer-facing environment
- Excellent communication skills
- Experience in a developing a team through quality coaching
- Results-orientated and target driven approach
- Digital proficiency (Outlook / Word / Excel)
- Working knowledge of Amazon Connect, Salesforce or other CRM is good to have
- Willingness to work afternoon shifts as well