Customer Contact Team Leader
Znane również jako: Customer service team lead
Leads a team of customer contact staff, monitors quality and targets and coaches employees on conversation technique and results.
The customer contact team leader deals with daily fluctuating workload and must both steer operationally and develop staff. The distinction from a customer service planner lies in directly managing people rather than only planning capacity. Selection often fails on candidates who deliver excellent customer contact themselves but are insufficiently able to transfer that skill to others.
Kompetencje, które należy oceniać
Oto konstrukty behawioralne i kompetencyjne zawarte w tym profilu. Przy każdym z nich podano, który kwestionariusz hrmforce służy do jego pomiaru.
| Kompetencje, które należy oceniać | Poziom docelowy | hrmforce narzędzie | Metoda oceny | Kotwica behawioralna na poziomie docelowym |
|---|---|---|---|---|
| Client focus Kompetencje (50-ramowe): Customer Focus Knockout | N4 | Big Fifty, Competency Check, 360 Feedback | 360-degree feedback | Uncovers the real need behind a client question, makes a fitting proposal and checks after delivery whether it works. |
| Accuracy and attention to detail Kompetencje (50-ramowe): Accuracy Knockout | N3 | Big Fifty, 360 Feedback | Personality questionnaire | Builds check moments into the own process, keeps track of errors and prevents repetition by adjusting the method. |
| Directing and steering people Kompetencje (50-ramowe): Management | N4 | Big Fifty, Competency Check, 360 Feedback | Assessment centre | Sets expectations and boundaries per team member, addresses deviating behaviour directly and records agreements in writing. |
| Stress tolerance Kompetencje (50-ramowe): Stress resilience | N3 | Big Fifty, 15PF, Mental Resilience (4C) | Personality questionnaire | Keeps working in a structured way at peak load, keeps agreements with clients clear and flags early which results are at risk. |
| Switching between tasks and roles Kompetencje (50-ramowe): Flexibility | N3 | Big Fifty, Colour Profile (Jung), Competency Check | On-the-job observation | Switches independently between execution and consultation tasks, keeps notes per role and correctly resumes interrupted work. |
Krótki profil
Dziesięć najważniejszych umiejętności w tym profilu. Pełny profil zawierający wszystkie umiejętności, punkty odniesienia behawioralne i metody oceny znajduje się w pliku do pobrania.
| T | Umiejętności | Poziom docelowy | Waga | Knockout | Metoda oceny |
|---|---|---|---|---|---|
| G | Client focus | N4 | 5 | tak | 360-degree feedback |
| G | Accuracy and attention to detail | N3 | 5 | tak | Personality questionnaire |
| V | Working with digital devices and applications | N3 | 5 | tak | Work sample test |
| V | Service calls and telephone contact | N4 | 4 | nie | Work sample test |
| V | holding others to agreements | N4 | 4 | nie | Assessment centre |
| G | Directing and steering people | N4 | 4 | nie | Assessment centre |
| V | Coaching | N4 | 4 | nie | Simulation |
| V | Managing service levels and performance indicators | N4 | 4 | nie | Work sample test |
| K | Dutch language proficiency at professional level | N3 | 4 | tak | Knowledge test |
| V | Complaint handling | N3 | 4 | nie | Situational Judgement Test |
Zobacz wszystkie 25 umiejętności w pełnym profilu
Narzędzia oceny dla tego stanowiska
Work sample test
Representative work sample under standardized conditions
Competency Check
Behavioral-Level Competency Assessment
Knowledge test (client-specific)
Professional knowledge test, customized for each client
Big Fifty
Personality questionnaire, 150 items, 25 factors
360 Feedback
Multiple assessments based on behavioral anchors
Conflict Styles
Preferred style in conflict situations
Mental Resilience (4C)
Mental Resilience According to the 4C Model
Communication Styles
Preferred communication style
Development Review
Structured development interview
15PF
Personality Profile, a shorter alternative to the Big Fifty
Structured interview
Behavioral interview with a fixed structure
Colour Profile (Jung)
Four color types, linked to Big Fifty factors
Ability Scan
Aptitude Test: Verbal, Numerical, and Abstract Reasoning Skills
Portfolio
Evaluation of prior work against fixed criteria
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