Offer summary

Qualifications:

Bachelor’s degree, preferably in management., Experience with MS Office and G Suite., English B2 level or higher., Strong analytical and decision-making skills..

Key responsibilities:

Provide leadership and coaching to Team Leaders and Agents.

Engage in team development for improved performance and succession planning.

Collaborate with HR and Recruitment for hiring Team Leaders and Advisors.

Ensure service and sales targets are met with high quality and service delivery.

Job description

Company Description

AUTODOC is the largest and fastest growing auto parts ecommerce platform in Europe.
Present across 27 countries with around 5,000 employees, AUTODOC generated revenue of over €1.3 billion in 2023, supplying more than 7.4 million active customers with its 5.8 million vehicle parts and accessories for car, truck, and motorcycle brands.
Curious minds, adventurous experts and tech-savvy professionals - one team, one billion euros revenue. Catch the ride!

Job Description

Responsibilities:

Provide leadership, develop, and coach of Team Leaders and Agents.
Actively engage and support the development of the team to ensure better performance and succession planning.
Work with the HR and Recruitment teams to drive the recruitment & selection of Team Leader and Advisors.
Contribute to the design and implementation of Change Projects which impact the Contact Center.
Create a culture where training and development are a part of the team, identify actions, and work with trainers to ensure that skills and knowledge are developed effectively.
Embed performance culture, framework, and review processes to achieve service levels and improvements against set targets.
Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved.
Ensure service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Review management information and make suggestions, recommendations for improvements across the Contact Center.

Requirements

Experience with MS Office and G Suite
English B2 level or higher
Bachelor’s degree (preferably in management)
Time management skills
Customer-oriented approach
Ability to learn quickly
Good operational skills in software settings
Expertise in company’s business practices
Excellent decision-making skills
Ability to handle customer enquiries quickly
Strong analytical skills
Team leadership skills

What do we offer?

Full time contract (40 hours a week)
2 days a week days off
Annual vacation of 22 working days
An extra day off so you can celebrate your birthday
Mental wellbeing assistance
AUTODOC Corporate Discount (1,080 Euros per annum)
Professional growth - 650 e-courses focusing on Leadership and different soft skills
Free language English & German classes
Work remotely

Join us today and let’s create a success story together!

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