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Russian - English Team Lead

Russian - English Team Lead
Posted
Jun 27

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 empathetic. You thrive when working in a team. 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 10 to 12 remote agents within your region or language. This me...Read more

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 empathetic. You thrive when working in a team. 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 10 to 12 remote agents within your region or language. 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, so the team and each agent is able to delivering the needed KPIs.

 

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, based on KPIs. You motivate your team to give their best performance and coach them to do a little bit better each day.
  • Interviewing applicants and onboarding new agents. You introduce new agents to 5CA’s company, the project, it's culture, and the 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, Training, Quality Assurance and HR to fulfil your team’s needs.

 

Job Requirements

  • 1+ years of experience in an (preferably international) inbound customer contact center.
  • Good understanding of contact center metrics.
  • Affinity with the gaming industry
  • Able to work under pressure and deal with changes in a dynamic work environment.
  • Strong leadership and empathetic skills.
  • Fluent in Russian and in English.

 

We're offering

  • A competitive salary based on market standards
  • A fulfilling position within a fast-growing company (double-digit growth!) with exciting customers
  • An inspiring, inclusive environment with young, talented colleagues from all over the world

 

Interested?

If you are excited about this opportunity, then hit that apply button! Make us briefly understand why you see this specific role as the perfect next step in your career, and why you are ready to take on this challenge. For most vacancies, an online assessment is part of the application process.

 

About us

5CA a remote-first CX company working with passionate agents from all around the world. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience.

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds, and champion diversity and inclusion in all that we do.

As part of this recruitment process, 5CA may conduct a screening activity on your publicly available social media accounts registered on Twitter, Linked-In, Facebook and/or Instagram. For further details, please refer to our privacy policy.

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