Customer Rating Experience Team Leader

Summary

Join EcoVadis and lead a team of customer-facing experts, driving team performance and expanding Inquiry Center operations. You will manage a team of 5+ analysts, fostering a collaborative and inclusive environment. Responsibilities include coaching team members, handling escalations, and providing training. The role requires strong communication, problem-solving, and time management skills, along with a proven ability to work within timelines. EcoVadis offers flexible working hours, wellness allowances, professional development opportunities, and a hybrid/remote work model.

Requirements

• Time Management
• Problem-solving skills
• Critical thinking
• Conflict resolution
• Communication and presentation skills
• Proactiveness
• Organization and time management
• Independence and autonomy
• Ability to connect quickly and easily with customers via video conferencing
• Decisive
• Self-aware
• Ability to collaborate diplomatically and effectively with members of different teams
• Team player mindset
• Ability to exercise discretion in handling confidential information and materials
• Must have excellent organizational skills and proven ability to work within prescribed timelines
• Analytical and performance-driven mindset
• Critical thinking and decision making
• Effective time manager and multi-tasker able to effectively prioritize in a fast-paced environment- Innovative problem solver
• Must be well organized / self-driven and autonomous (capacity to challenge)
• Strong communication, presentation and public speaking skills
• Ability to translate and support the company strategy to team members
• Meticulous attention to detail
• Team Player / ability to collaborate with others & work in a team-oriented environment
• Demonstrated ability to pick up new skills proactively

Responsibilities

• Manage a team of 5+ customer-facing expert analysts
• Promote and embody the company’s vision and values by leading by example
• Drive team performance in line with team’s strategy and objectives
• Define with Management and with team members clear roles and responsibilities and ensure team ownership of them
• Collaborate with fellow team leaders to share best practices
• Develop, provide avenues for support, coach, motivate and reward team members
• Guide the development of skills and competencies of team members including identifying training and development needs, etc
• Manage team members expectations
• Create an environment oriented toward trust, open communication, creative thinking
• Create a cohesive team environment while maintaining respect both within the team, and towards other team members
• Act as primary trainer for new team members until establishment of training team, provide validation of work, etc
• Support & give regular feedback
• Sit in on escalation cases with team members
• Take over escalation cases from IC members (dependent on language/region)
• Provide live sessions (paid service) for strategic/sensitive accounts
• Follow up on team members’ “Bad Feedback” from customers - discussing with team member and decide on relevant next steps
• Work independently on projects that benefit and develop the team
• Create a healthy & inclusive work environment
• Conduct performance appraisals & salary review
• Lead team-related projects and initiatives that drive operational improvements
• When operational needs require, respond to complex in-depth inquiries, live sessions, escalations and complaints, applying the EcoVadis methodology during the process

Benefits

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Optional (fully covered or co-financed) health care and life insurance
• Multisport card
• Multikafeteria
• Lunch card
• Hybrid (4 days in office per month) / full remote work
• Remote work from abroad policy
• Internet and Electricity bill allowance
• Additional day for community service when volunteering