Team Leader with English/French/Portuguese/Spanish

Sales Consulting activates on the HR market since 1998, having a national coverage in several areas of expertise: recruiting and selection assessment center HR market mapping/due diligence projects, personnel leasing, payroll.

Sales Consulting has 2 fully operational branches: Cluj-Napoca (also the head-office) and Bucharest.
We are developing various projects (Recruitment, Training and Consultancy) in some of the most varied type of industries:
- AUTOMOTIVE/PRODUCTION/ENGINEERING (Specialists and Middle & Top Management positions)
- OUTSOURCING (BPO/SSC/CC)
- IT & C (C++, C#, .NET, Java, Linux etc)
- FMCG (sales & purchasing positions; all levels)
- PHARMA (all levels)

– Advanced English/French/Portuguese/Spanish
– Previous professional experience of at least 1 year in managing teams in customer service environment
– Experience gained in customer services or good skills relevant in the field
– Interest in technology and ability to learn how to use new tools quickly
– Excellent communication skills and the candidate’s ability to remain composed in any situations
– Patient, customer-focused, courteous, helpful and emphatic approach
– Good social personality who everybody feels easy to contact and is trusted by colleagues
– Carries maximum commitment to the company

– Supervises and coordinates the customer support service team of 10 – 20 agents
– Responsible for ensuring that the group achieves the Service Level Agreements via communication of requirements and regular feedback on performance
– Looks on adherence to policies
– Ensures that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently
– Ensures client satisfaction on quality and service levels
– Addresses, resolves and escalates problems as appropriate
– Monitors, coaches and trains employees as required
– Identifies and addresses any staff training needs
– Plans, assigns and directs work to the team/employees
– Rewards and disciplines employees when necessary
– Conducts performance reviews on a regular base (in accordance with the account manager)
– Provides reports as required by the Team/Account Manager

We will offer:

– Professional development through training programs
– Modern technologies and customer management
– Exposure to a multicultural and multilingual environment
– Coaching opportunities
– Real possibilities of career development
– Attractive salary package
– A modern, dynamic and friendly working environment