Aktiia Online Helpdesk Team Leader with English and German

► Who we are

At CPM, we create and deliver insight sales, marketing and customer experience strategies, wherever and whenever our clients, customers and shoppers can be influenced.
Today, CPM leads a diverse and inclusive working environment employing over 3000 people, delivering high end customer experience solutions across 71 markets in over 26 different languages

► What we are about

We’re People People.
We understand what makes people tick. We also know that talented people, expertly trained and happy at work, do brilliant work for our clients every day.

► Job

Aktiia was founded out of a passion to create the best solution for the diagnosis and management of high blood pressure.
They are an early-stage, venture-backed startup that has developed and brought to market the world’s first continuous blood pressure monitor. Their technology is based on 15 years of research by their founders at the prestigious Swiss research institution, CSEM. Aktiia's solution has been validated through extensive clinical trials and received the CE Mark as a Class IIa medical device giving us access to 43 countries worldwide. To support their accelerating revenue growth and ambitious product roadmap, we are seeking a Customer Support Agent to join our team. If you are a top performer who is looking for an exciting, fun environment and are motivated by mission, join us and help change the way hypertension is measured and managed for almost a billion people worldwide.

We are searching for an experienced Team Leader to join our brand new Aktiia team!

You will be responsible for leading, coaching and developing a team of customer service representatives. The team leader ensures the delivery of world class customer service. Maintaining your team’s performance against agreed quantitative and qualitative targets, to meet Client and Business objectives.

Your tasks:

• Support initial onboarding of the new staff
• Define daily and monthly qualitative and quantitative targets
• Evaluate and proactively manage the performance of the team
• Assess and review team’s and individual performance, through call assessments to identify key development areas and conduct minimum agreed levels of quality checks for all agreed qualitative areas of measurement.
• Conduct regular team and individual meetings with all direct reports in line with CPM Contact Centre standards
• Ensure that the team is fully briefed on all Campaign objectives.
• Adhere to the quality escalation workflow as defined and highlight any issues as needed.
• Overcome quality issues identified through on-going coaching and mentoring activities.
• Identify on-going training and development requirements for all team members and seeks support when necessary.

CPM International are an award-winning contact centre with a global footprint.

We deliver inspired customer experience solutions to our clients, offering a global network of agency expertise.

We are a diverse, global company that offers our employees superb opportunities to move across the business and around the globe. We have offices across the world including Spain, Ireland, and Malaysia.

CPM International are industry leaders with a proven track record and a wealth of experience.

We collaborate with some of the world's most dynamic brands helping to deliver first-class customer-focused solutions. Our clients include – Dyson, New Balance, Harley Davidson, Lee Wrangler and Colgate. We have 27,500 employees worldwide.

Our mission is to remain at the leading edge of innovation in this ever-changing industry. We’re always ready to diversify into new markets and capitalise on developing technologies.

Contact person: Matthew Shipman
E-mail: send CV