Team Lead

  • Customer Service
  • Utrecht, Netherlands

Team Lead

Job description

We are 5CA. We work with well-known customers in the video games and technology industries to build great customer experiences. We provide omnichannel customer support in a wide variety of languages, always using the latest technologies and tools. We’re not your typical contact center. You won’t find any cubicles here.  

 
In just two short years we’ve grown our Utrecht HQ office from 15 to over 100 employees. 50 employees are working in our office in Buenos Aires and a brand new 5CA office in Los Angeles has been opened recently. Furthermore, there are more than 150 people who work from home to provide our services 24/7. This is a fast-paced, dynamic workplace where every day is different, and developments take place over the course of days, not weeks.  
 
5CA’s culture is shaped by a young and talented workforce hailing from all corners of the globe with a thirst for new and exciting technology and games as the binding factor. The 5CA workforce is a community of gamers, techies, and geeks. 5CA has a flat hierarchy and every team member is encouraged to bring out the best in themselves and act beyond the scope of their job description.  


Who you are

You are a natural people-person. You get a kick out of building relationships with people from all kinds of backgrounds and you are deeply empathic. You are a great motivator. You help people understand the value of their work and can motivate them to give their best performance. That means you lead by example.

Why we want you

As a Team Lead (TL) you will look after the job satisfaction of around 20 agents. This means you will build strong relationships with everyone in your team, train and coach them. As Team Lead you make sure that your team has the tools and motivation to provide great customer support. You go the extra mile to make sure that your team is engaged, committed, and comfortable with their work.


Your responsibilities

  • Optimize the satisfaction of your team. You are the main point of contact for your team. You address and resolve any issues that get in the way of your team’s job happiness.
  • Optimize the performance of your team. You motivate your team to give their best performance and coach them to do a little bit better each day.
  • Onboarding new agents. You introduce new agents to 5CA’s company, culture, and tools.

Your tasks

  • Provide feedback, coaching, and relevant information to your team. 
  • Train your team on 5CA systems/tools, soft skills and channel-specific skills. You evaluate and pre-approve VTO (Voluntary Time Off) requests.
  • Coordinate execution of project-specific training/coaching with Project Leads. 
  • Signal agent-specific and project-specific issues to the Project Lead.  
  • Work with other 5CA departments, such as, the Training, Quality Assurance and HR to fulfill your team’s needs.  

Requirements

Requirements

  • Minimum two years of experience in an international working environment, preferably in an inbound customer contact center. 
  • Good understanding of contact center metrics. 
  • Able to work under pressure and deal with changes in a dynamic work environment. 
  • Strong leadership & team management skills. 
  • Strong motivational and empathetic skills. 
  • Flexible approach towards working hours. Your team may work in different shifts which may require a flexible schedule.  
  • Highly proficient in written and spoken English. Additional languages are a plus. 
  • Being a strategic thinker who is willing to put its team needs ahead of his/her own. 
  • Bachelor’s Degree or equivalent, or being in the process of acquiring one.

We're offering

  • A competitive salary based on market standards
  • A fulfilling position within a fast-growing company with great customers
  • An inspiring environment with young, talented colleagues from all over the world
  • Great location: Our office is centrally located in Utrecht, a two-minute walk from the Central Station