Team Manager - ENGLISH- Sibiu or Brasov

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Employer: Majorel Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Brasov
  • Sibiu
  • Updated at: 14.10.2020
    Short company description

    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

    Requirements

    Track record: 2 years working on a similar position (in call center is desirable).
    Born Leader: having a strong will and leadership skills. Being a on the spot guy with a strong charisma and excellent presentation skills. Handling tasks and organizing them above all else based on the priority and deadlines.
    Result driven: Having the ability to analyze industrial metrics and to identify and develop plans both individually on emerging issues that impacts the both the customer and market. Having a strong knowledge of the business processes and procedures. To strive for quality as well as operational KPI`s as required by the management.
    Mentor: Transferring wisdom and knowledge and willpower to the team in order to meet their target both individually and team wise in accordance to the business targets
    IT skills: Proficient knowledge of (Word, Excel, PowerPoint).
    Law-abiding citizen: To respect the company`s rules and regulations regarding the handling of data

    Responsibilities

    Protector: Disciplinary responsible of the agents actions.
    Evaluator: Following and monitoring the performance of his team members in the areas of: Productivity, process adherence, customer satisfaction, schedule adherence and employee development / happiness.
    Mentor: to guide, teach and help agents by providing individual coaching feedback that focuses on improving the workflow as well as the communication and quality result of the customer support representative.
    Informant: Providing reports to both to the team and Management regarding the team performance. Responsible of reaching the quality targets as well as to communicate them to the team.
    Traffic controller: Taking accordingly to the flow within the department (to manage inbound volume, to meet clients handling targets, as well as to provide breaks, or ask for overtime)
    Coordinator: Driving and holding regular meetings with the team.

    Other info

    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 company’s cultural events including well-known festivals in Romania
    Lunch vouchers