Team Manager (French&Spanish- call center)

Employer: Ascensos
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 14.04.2021
    Short company description

    Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels.

    Requirements

    This role requires a leader who can demonstrate the below:

    Your excellent communication skills in varying circumstances, tailored to your audience
    You thrive on being involved with your team and are a hands-on leader
    Developing others is vital to the success of your team and ultimately you
    That results are important to you and you will always work to deliver the best results
    Professionalism, fairness and consistency at all times

    Job requirements
    Bachelors degree
    Previous experience as a team manager, coordinating teams between 10-15 people in a call-center/customer service department
    Excellent abilities of motivating and coaching employees
    Excellent communication abilities
    Solution oriented
    Customer focused
    Advanced /Native level of French
    Advanced level of Spanish
    Good knowledge of English
    Available to work in shifts (10:00-19:00; 14:00-23:00) and in weekends by rotation

    Responsibilities

    Temporarily Remote Position Full Time, Permanent

    Ascensos is an award-winning omnichannel contact centre, dedicated to bringing a fresh approach to 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.

    Whether its clients or colleagues, delivering with a ‘personal touch’ is truly important to us. We’re proud of our team and are always looking for new members with a similar talent and enthusiasm to deliver really great customer service.

    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:
    • Delivery of KPI’s through effective management of your team
    • Lead, motivate and develop the team
    • Conduct monthly, quarterly and annual performance evaluations
    • Monitor department performance and contribute to the achievement of team results
    • Handle escalated customer interactions if required
    • Analyse data to establish performance improvement areas
    • Participate actively in recruitment activities
    • Manage individual performance, absence or disciplinary issues as an example
    • Support Learning and Development with training and ongoing development of your team

    Due to the global situations, our job opportunities are temporarily remote, our office is based in Bucharest and we expect to resume the activity on site after the pandemics.