Finnish Team Leader

For our Customer Service Center in Barcelona we are looking for a Team Leader with Finnish.

H&M’s Global Customer Service is a multichannel and multi-brand organization with a focus on the customer dialogue throughout the customer journey. We are present in all online markets, where we serve both online and store contacts from all brands within the H&M group. Today we are around 3000 employees and work at 11 locations all over the world.. 

Are you a fashionable leader who is ready to coach and inspire a team at the heart of the customer service of H&M? THEN WE ARE LOOKING FOR YOU!

Work Description
As a Team Leader your main responsibility is to coach a group of Customer Service Agents who help our customers with all their questions. You are part of the Team Leader team and report to the Center Operations Manager.

• Personnel management in your team consisting of approx. 16 colleagues
• Encouragement of your colleagues by constructive feedback
• Execution of feedback process and development for agents ensuring the employee relation responsibilities are fulfilled
• Analysis of reports and increase of team figures by coaching
• Administrative tasks
• Execution of team meetings
• Check-up and improvement of your teams quality by monthly talks
• You represent H&M in a positive way and are a role model for your colleagues in everything you do

Who are we looking for?
You have great interest in developing people and customer service. You have a clear vision about what great customer service is and how you want to develop this in the future. You are a good role model who lives up to H&M’s values and you are fashion minded.

Also you have/are
• Being clear and convincing in communicating with the team
• Flexibility to work in other teams/markets as TL in the future
• A positive and coaching attitude, and always willing to learn and improve
• Accurate and precise in your work
• Keep a clear head even in stressful situations
• You high or exceptional perform in WHAT and HOW in your current role
• Goal and result focused and meet deadlines
• Able to delegate tasks in an appropriate and useful way
• Previous experience leading teams at least 1year
• Language skills – Native level of Finnish and excellent level of English both verbal and written communication. Other languages spoken in Barcelona centre will be taken in consideration

Sounds interesting? Here's your chance for a career out of the ordinary!