Elite Team Manager

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Employer: Ascensos Contact Centre
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 21.11.2021
    Remote work: On-site
    Short company description

    Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

    Requirements

    This role requires a leader who can demonstrate the below:

    Requirements/skills:
    · Excellent communication skills as well as adaptability
    · Having always a proactive rather than a reactive approach
    · People oriented as well as analytical/critical thinking
    · Be a good risk assessor
    · Impeccable attitude – you currently are a role model for your colleagues
    · You are kind and fair however assertive when needed
    · Bachelor’s degree
    · Willingness to working in shifts or weekends
    · Being comfortable to work from the office as well as from home
    · Excel skills would be a plus however not mandatory
    · Previous experience in a similar role is considered a plus Advanced /Native level of English Available to work in shifts and in weekends by rotation

    Responsibilities

    We have an exciting opportunity for a Customer Service Team manager to lead our team of Customer Care Advisors in providing day-to-day community management services on behalf of our client, within our state of the art contact centre in Bucharest.

    As a Team Manager, you will be responsible for the performance and leadership of a team of advisors, and your main focus will be the development and leadership of your team in achieving their results.
    You will coach, develop, lead and motivate your team to achieve their targets through effective performance management, whilst creating an open, honest, fair and engaging team environment.

    The Team Manager role is hands on, you will not be desk bound but will be in the midst of your team on a daily basis. Through using tools and data supplied, you will identify a need for improvement within your team and set objectives and targets on achieving these improvements.

    Your main tasks and duties will include, but are not limited to the below:
    Some of your main responsibilities/tasks would be:

    · Monitoring the team’s performance
    · Assisting the team by performing the tasks with them
    · Helping with training and development
    · Completing paperwork (yes, there’s always admin work to do)
    · Handling complaints (from both staff and customers)
    · Performing interviews for potential new hires
    · Reporting to senior management / personnel when required
    · Participating in internal and external meetings when needed
    · Performing weekly/monthly sessions (1-2-1s, coaching, feedback)
    · One step ahead: make sure that your colleagues have what they need (tools and procedures)
    · Maintaining project KPIs in target

    Other info

    About Ascensos Contact Centres: Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced multilingual customer service, offering multi-channel customer contact solutions across traditional, digital & social channels. We recognise talent. For us it’s all about loving what you do. Whether its clients or staff, delivering with a “personal touch” is truly important to us.

    Ascensos’ headquarters are based in the UK, where we currently have three sites and opening a fourth site shortly. Our multilingual sites are located in Bucharest, Romania and Boxtel, the Netherlands, Istanbul, Turkey and Cape Town in South Africa.

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