Team leader - Proficient English speaker

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Personal Skills:
- Have experience within a contact centre or customer service environment
- Customer service oriented.
- Discipline & strict compliance with policies & procedures.
- Ability to learn, seek knowledge and self-development.

Technical Skills:
- Minimum three years experience in Call centre / customer service.
- Proficient English speaker (native level) is required
- Strong reporting and analysis skills.
- Strong verbal communication skills.
- Demonstrates a positive, enthusiastic, friendly attitude.
- Ability to work on a 24 hours shift basis that will include night hours.
- Proficiency in using MS Office application.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.

Responsibilities:
1. Team Coaching and Development
• Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
• Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
• Facilitate performance reviews using the “Performance Dialogue” Framework for team members
2. Team Support
• Organise and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
• Ensure efficient and effective dissemination and communication of information to team members
3. Customer Support
• Ensure the delivery of the customer experience to customers in accordance with current company’s standards through monthly coaching sessions.
• Be a point of escalation in the handling of customer queries and complaints to the point of resolution
• Maintain an up to date personal and team knowledge of Vodafone products and services.
• Be responsible for the real time activity and agent productivity within the Contact Centre.
4. Leadership
• Participate in the preparation and implementation of operational plans
• Understand and interpret organisational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction
5. Ensures adherence and compliance with all company's rules and regulations