OPERATIONS SPECIALIST FOR CRAIOVA

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Employer: TELUS International Europe
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location: Craiova;
    Updated at: 13.12.2013
    Short company description

    All the main things you need to know about TELUS International Europe, in a nutshell!

    TELUS International Europe is a leading European provider of multilingual contact center and business process outsourcing solutions and a proud member of the TELUS International family. TELUS International is a global business process outsourcing company with almost 16,000 employees around the world, including in Canada, the United States, Europe, Latin America, the Philippines, and the United Kingdom.

    With over 150 million customer interactions annually via voice, email, chat and social media, across the telecommunications, utilities, finance, retail, and high-tech industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with €8.4 billion (CAD $11 billion) in annual revenue and 13.2 million customer connections. For more information, visit: www.telusinternational-europe.com.

    Requirements

    Profile:

    * Advanced in English;
    * At least 3 years experience in the customer interaction / BPO industries;
    * Experience in Operations;
    * Customer service experience;
    * Previous experience with both inbound and outbound sales / customer service;
    * Proven track record delivering consistently high standards of customer service in a complex operational environment;
    * Strong MS Poffice skills with analytic thinkin
    *Knowledge of the following systems: knowledge of WFM system, Bluepumkin, Verint, Hermes, AVAYA, CMS- will be a big plus
    * Available for relocation in Craiova

    Responsibilities

    Position summary

    * Will be responsible for managing specific operations and activities related to various practice areas (i.e. Customer Care practice, Technical Support or Sales/Marketing practice, Application Development and BPO Outsourcing);
    * Will ensure that client requirements are translated into action plans for various verticals focusing on customer service, profitability, client relationship and efficiency.

    Responsibilities

    * Will maintain and improve the operations by monitoring system performance; identify problems and risk; prepare and complete action plans; complete system audits and analysis; manage system and process improvement;
    * Will ensure the achievement of all KPIs stipulated by clients through active coordination with various Operations and Support functions (i.e. Human Resources, Facilities, I.T., Finance and Training & QA); participate at the development of various procedures and regulations and respective follow up process;
    * Will ensure all reports to clients are sent correctly;manage their programs successfully through the achievement of service levels and revenue targets through active coordination on staffing requirements, adjustment of staff schedules, usage of overtime or under time, systems, facilities, etc;
    * Will provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship and program management. Will work closely with Sales and Marketing departments to grow and expand the business;
    * Will be responsible for collaborating with the management in the development of key strategies, projects, functions and services;
    * Will support business and financial reviews to ensure key metrics and service level agreements are met and implement action plans from these reviews;
    *Will be responsible of the entire Operations in Craiova(200 seats)