Team Leader with Croatian/Serbian (Cluj-Napoca)

- Advanced in Croatian/Serbian
- Conversational level of English
- Previous professional experience in managing teams is a plus
- 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 situation
- Patient, customer-focused, courteous, helpful and empathetic 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
- 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 Account Manager