Customer Rating Experience Team Leader

Summary

Join EcoVadis and lead a team of 5+ customer-facing expert analysts, supporting the expansion of the Inquiry Center. You will drive team performance, define roles and responsibilities, collaborate with other team leaders, and develop team members' skills. Responsibilities also include handling complex inquiries, live sessions, and escalations, applying the EcoVadis methodology. The ideal candidate possesses strong communication, problem-solving, and time management skills, along with a team player mindset and meticulous attention to detail. EcoVadis offers a flexible work environment, various benefits, and a commitment to diversity and inclusion.

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
• Hybrid work organization (from the office or from home)
• Remote work from abroad policy
• Meals and Transportation Vouchers (Cobee card)
• Dental Benefits
• Life & Accident Insurance + Private Health Insurance
• Paid employee volunteer day
• Paid moving day (1/year)
• Time off: 1 Community Service Day + 1 Personal Day
• Summer Hours in July and August (36 hours per week)
• Hybrid Monthly Allowance for electricity and Internet