TEAM MANAGER- ITALIAN- BUCHAREST

Majorel este unul dintre principalii furnizori de BPO din întreaga lume. Compania are peste 48.000 de angajați în 28 de țări din întreaga lume, având poziția de lider de piață în Europa, Orientul Mijlociu și Africa, Asia și America. Majorel proiectează și produce soluții personalizate pentru diferite tipuri de business-uri, acoperind o gamă largă de procese comerciale prin oferirea de servicii integrate

Spoken and written Italian language skills to native standard (including business correspondence), thorough understanding of the native culture.
Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
Experience in a customer service environment would be considered an advantage
1 or 2 years experience of managing a team. Preferable in a BPO environment
Good computer literacy - competent in the main Microsoft Office packages and Internet Explorer
Excellent time and team management
Ability to analyze data, draw conclusions in logical manner, implement action plans to improve results
Excellent computer literacy Including Microsoft Office packages and Internet Explorer
Ideally previous experience in using Contact Centre system and tools
Customer service excellence enjoys direct contact with customers by telephone and understanding the customers needs, displays diplomacy, is polite, remains calm, listens, and apologize where necessary, always portrays a professional positive image to the customer
Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workload
Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.

Managing and delivering on the following key performance measures: Telephony, correspondence and case resolution service levels, Customer Satisfaction survey targets, Quality
Managing and motivating teams whilst building team spirit, participation and recognition among individuals by providing regular feedback on performance
Conducting regular quality assessments with each team member, 1-2-1s, annual performance reviewssetting objectives and development plans
Identifying and developing individuals
Managing day to day tasks: Scheduling, engaging workforce managementand operations support, following up on planned and unplanned absence
Escalating issues as required
Performing other related duties, as assigned, checking flexibility towards work schedulesshift patterns.
Promoting the core values in order to earn Customers for life and put the Customer at the center of everything we do
Building a team that puts the customer first and ensures that every interaction matters
Actively building and promoting excellent customer experience.
Ensuring compliance with company regulations with regards to Data Security and Protection Standards

OUR OFFER:

Attractive rewards and additional performance based bonuses
Annual fixed bonuses
Full private medical insurance discounted prices for the dependents of the employee
Child birth support
Online library access for passionate book readers
Health Nutrition: Health and wellness services @ the office
Various discounts for gym classes other recreational activities
Free development training, for both personal and professional purpose, via our E-Learning platform
Multicultural and enthusiastic work environment
Access to the companys cultural events including well-known festivals in Romania
Lunch vouchers