Call Center Team Leader | English & Italian l Timisoara

Angajator: SalesConsulting
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Timisoara
  • Actualizat la: 19.02.2019
    Scurta descriere a companiei

    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)

    Cerinte

    • Leadership experience within a contact centre
    • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
    • Work well under pressure and follow through on items to completion
    • Strong communication skills, both written and verbal (English & Italian)
    • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
    • Ability to mentor, coach and provide direction to a team of employees
    • Willingness to work a flexible schedule

    Responsabilitati

    • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
    • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
    • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
    • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
    • Communicate expectations to employees and provide timely updates
    • Provide subject matter expertise in handling escalated customer calls as needed
    • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
    • Stay current on internal work processes, policies and procedures. Attend required manager development training

    Alte informatii

    Our client is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.