Objective of the role:The goal of this role is to lead a team of Rated Company Engagement Experts while supporting the expansion of Inquiry Center operations (including, but not limited to, recruitment & interviewing), in line with the company’s business strategy.Responsibilities: Manage a team of 5+ customer-facing expert analysts Promote and embody the company’s vision and values by leading by exampleDrive team performance in line with team’s strategy and objectivesDefine with Management and with team members clear roles and responsibilities and ensure team ownership of themCollaborate with fellow team leaders to share best practicesDevelop, provide avenues for support, coach, motivate and reward team membersGuide the development of skills and competencies of team members including identifying training and development needs, etc.Manage team members expectationsCreate an environment oriented toward trust, open communication, creative thinkingCreate a cohesive team environment while maintaining respect both within the team, and towards other team membersAct as primary trainer for new team members until establishment of training team, provide validation of work, etc. Support & give regular feedbackSit in on escalation cases with team membersTake over escalation cases from IC members (dependent on language/region)Provide live sessions (paid service) for strategic/sensitive accountsFollow up on team members’ “Bad Feedback” from customers - discussing with team member and decide on relevant next stepsWork independently on projects that benefit and develop the teamCreate a healthy & inclusive work environment Conduct performance appraisals & salary reviewLead team-related projects and initiatives that drive operational improvementsResponsibilities related to Rating Process: When operational needs require, respond to complex in-depth inquiries, live sessions, escalations and complaints, applying the EcoVadis methodology during the processEssential job specific competencies: Time ManagementProblem-solving skillsCritical thinkingConflict resolutionCommunication and presentation skillsProactivenessOrganization and time managementIndependence and autonomyAbility to connect quickly and easily with customers via video conferencingDecisiveSelf-aware Ability to collaborate diplomatically and effectively with members of different teamsQualificationsTeam player mindset Ability to exercise discretion in handling confidential information and materials Must have excellent organizational skills and proven ability to work within prescribed timelinesAnalytical and performance-driven mindsetCritical thinking and decision makingEffective time manager and multi-tasker able to effectively prioritize in a fast-paced environment-  Innovative problem solverMust be well organized / self-driven and autonomous (capacity to challenge)Strong communication, presentation and public speaking skillsAbility to translate and support the company strategy to team membersMeticulous attention to detailTeam Player / ability to collaborate with others & work in a team-oriented environmentDemonstrated ability to pick up new skills proactively
