Call Center - Team Lead for EU Phone Team

Role Mission:
Team Leader - EU Phone Team is responsible for supporting the day-to-day operations of the panel and phone assistant team, ensuring that tasks are executed in accordance with the established Service Level Agreements. Also responsible for providing high quality customer service to panel members and other research participants by answering questions and resolving inquiries in a timely manner.

Essential Duties and Responsibilities:
Including, but not limited to the following:
Project Recruitment:

• Train team members and provide first line support for any queries,
• Include managing multilingual team (English, French, German, Spanish and Italian)
• Escalate any potential issues regarding staff,
• Support the monitoring of KPIs and work with the line manager to ensure phone recruitment targets are achieved by each of the panel and phone assistants,
• Oversee workload within the team,
• Ensure smooth team hand overs for any holiday coverage,
• Ensure the panel and phone assistants are well trained and that procedures are followed by each team member under the established guidelines.
• Ensure tasks are fully executed within the given timelines and quality standards,
• Monitor team members performance and provide regular reports on it,
• Create and execute improvement plans for underperforming team members,
• Guide and direct phone agents to provide insightful and relevant feedback on projects feasibility based on gathered market intelligence upon talking to respondents over the phone,
• Ensure that calls on panel engagement are successfully executed,
• Allocate work tasks to members of the team, assessing workload and fair work distribution,
• Ensure that daily number of calls and strake rate targets are achieved,
• Recruit M3 Global Research panellists via phone and carry out cold calling to recruit respondents on allocated quantitative and qualitative projects as well as panel initiatives,
• Work from office only
• One way transport provided only drop.

Essential Job functions:
Including, but not limited to the following:

1. Work cooperatively with others
2. Comply with all company policies and procedures.
3. Delivery of KPIs (Phone completes, strike rates, member account reactivations and member support SLAs)
4. Maintain M3 core asset, the panel, by ensuring phone best practices are followed
5. Supervisory responsibility: Yes

Outcomes:

1. Ensure team is hitting or exceeding the KPIs

• Survey completes achieved via phone recruitment
• Strike rates
• Volume of calls
• Member account reactivation
• Member support SLAs

Competencies:

GFL - Leading Yourself

• Taking initiative: Takes charge and capitalizes on opportunities
• Composure: Demonstrates self-control in difficult situations
• Work Life Balance: Balances work priorities with personal life
• Self-Awareness: Has an accurate picture of strengths and weaknesses and is
• willing to improve
• Career Development: Uses effective career management tactics, including
• mentoring, professional relationships, and feedback channels

M3 Employee characteristics

• Does the employee exhibit M3 Employee characteristics, including respect, teamwork, integrity, drive etc?

M3 Work Ethic

• Does the employee’s work completed show timely delivery of quality, excellence and innovation?

Communication:

• Effective and appropriate communication, externally with clients and partners and internally with all stakeholders
• Expresses ideas effectively, able to communicate information and ideas clearly and articulately both in oral and written form
• Organizes and delivers information appropriately and anticipates the information that others will need
• Listens actively

Problem solving

• Analyses problems by gathering and organising all relevant information.
• Notices discrepancies and inconsistencies in available information.
• Weighs the costs, benefits, risks, and chances for success, in making a decision.
• Has a solution driven attitude to contribute to M3 clients and panellists satisfaction
• Identifies and prioritises client needs, recognises constraints and drives client service improvement by providing appropriate solutions to problems and delivering on the execution of solutions.

Results and quality orientation

• Has a strong sense of urgency about solving problems and getting work done.
• Checks the accuracy of own and others’ work with high attention to detail
• Carefully prepares for meetings and presentations.
• Monitors the quality of own work
• Follows procedures to ensure high quality of work

Accountability:

• Follow through on commitments and make sure others do the same
• Act with a clear sense of ownership
• Take personal responsibility for decisions, actions, and failures
• Establish clear responsibilities and processes for monitoring own work and
• measuring results
• Design feedback loops into work

• Bachelor’s degree or equivalency

Minimum Experience:

• 1+ year of experience as a phone agent in a call centre

Knowledge, Skill, Ability:

• Excellent interpersonal and communication skills – both verbal and written
• Have a strong comfort level of being on the phone
• Be able to work as part of a team and show flexibility in the tasks they are asked to perform
• Independently motivated and inspired by working in a dynamic environment
• Comfortable with change, with the ability to seek opportunity in uncertain conditions
• Analytical and a strategic thinker
• Ensure 100% accuracy and demonstrate excellent attention to detail
• Strong organizational skills and the ability to multitask
• Other European language skills would be an advantage